Production Support SF-- Electronic Trading Operations

Who We Are
OTCXN is an exciting startup in San Francisco that is a new leader in the crypto, digital asset and blockchain space.  We're a high-energy, ambitious company solving hard problems for our global clients and we're located in a super cool brick and timber building in historic Jackson Square.  
 
OTCXN is a capital markets infrastructure company that has developed globally unique technology comprised of asset tokenization, proprietary blockchain technology, real-time collateral management and complete institutional trading venues.
 
 OTCXN has launched the first and only multi-custodial blockchain network for tokenizing and trading any asset with instant clearing and settlement and no counterparty or settlement risk.  
 
 OTCXN is live and in production with major institutional clients trading Digital Assets (Crypto) as well as Fiat Currencies (Spot FX) on our market leading global network and we are positioned to lead the digital securities (security token) market with our unique technology for connecting the entire ecosystem.
 
What’s The Role?
As an Electronic Trading Operations Support Representative, you're essential in minimizing financial risk and maximizing adoption and utilization for our clients as they use our electronic trading solutions. They'll depend on you to ensure a smooth transition process post-sale through to solution go-live.  You'll be a key part of our team at the frontline providing specialized technical support.

 We’ll Trust You To:
  • Monitor support chat and tickets as well as answer calls adhering to a strict SLA
  • Serve as first line of support for all trading system and technology inquiries - troubleshoot, triage, and manage issues from point of origin to resolution
  • Identify and resolves issues related to user error or client-side errors (e.g., issues with API usage) and technical issues with our electronic trading systems 
  • Communicate effectively with engineering staff to troubleshoot application issues
  • Escalate problems beyond level of expertise to manager or more knowledge technical staff and liaise between internal engineers and clients and/or client engineers
  • Liaise with third-party solution providers, liquidity providers, exchanges, and custodians
  • Develop and maintain strong working relationships with the user base
  • Assist with technology onboarding of new clients
  • Assist with reporting requests from management and traders on client side
  • Contribute to customer “how to” documentation, knowledge base articles, and internal troubleshooting guides using Confluence
  • Conduct and configure system-based monitoring as needed
  • Assist in user acceptance testing and QA in-between support incidents
  • This list of responsibilities may not be all-inclusive and can be expanded to include other duties or responsibilities as needed.

Job Requirements
  • Knowledge in monitoring and handling real-time alerts from a variety of sources
  • Knowledge in Linux
  • Basic scripting skills
  • Knowledge in Postgres
  • Client-facing technical support experience required
  • Must be able to support during pre- and post- market hours
  • Minimum 2 to 3 years’ experience in financial services preferred
  • Knowledge of stunnel and basic networking concepts a plus
  • Knowledge of FIX protocol, and trading a plus
  • Calm under pressure
  • Experience working both independently and in a team oriented, collaborative environment is essential
  • High customer service mentality
  • Strong interest in process improvement
  • Strong written and oral communication skills and attention to detail
  • Strong interpersonal skills
  • Self-motivated with strong diagnostic skills
  • Must be authorized to work in the US for any employer
 
Physical Requirements/Working Conditions
  • Dynamic, time-sensitive environment
  •  Potential for on-call after hours rotation

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