We are currently looking for a Client Support Engineer / Software Support in Dubai to ensure customer success into deploying Horizon Software’s solutions.
The job responsibilities will include, without being limited to, the following:
- Analyze issues or incidents (helping customers to resolve issues, explaining usage, debugging failures, pinpointing problems, implementing workarounds, increasing performance, improving security, and determining root causes)
- Define severity and area of the issue
- Solve the tickets according the require knowledge following the proper process by escalated if needed
- Address customer requests through resolution or escalation
- Keep updated the customer about the solving process of their ticket (step, timing)
- Write documentation on current issues for the customer (KDB) to enhance the knowledge of the customer
- Deploy the products at customer’s site (integration)
- Provide training to client (user and IT team).
- Support local and foreign customers (International context with multinational customers)
- Eager to work on first period of time from Sunday to Thursday included ( 8 am to 5 pm)
Skills and Requirements:
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- Graduated with a Bachelor or Master’s degree in Computer Science or Software Engineering, with a good understanding of Information Systems and Technology
- 1-2 years minimum of experience as Client Service or Finance role( trading)
- Experience in a Fintech or Capital Market business ( trading)
- Problem solving and analytical skills; troubleshoot system issues
- Strong customer service skills – ability to work with customers in a manner that is professional, compassionate, and effective – Strong commitment to deliver Service & Satisfaction, including Project Management skills
- Strong Interest in a financial trading support environment and Electronic Trading solutions
- Positive, dynamic, can-do attitude, teamwork
- Able to work under pressure
- Ability to communicate easily (internally and with customers)
- Excellent interpersonal and communication skills
- Strong English Communication skills (oral and written)
- Strong Arabic Communication skills (oral and written)
- Knowledge in Linux is a must-have
- Basic understanding with SQL/Database, OO Languages, API, Network, operating systems and scripting
Ideal candidate will have in addition :
- Knowledge of Java, Python and Ansible, in addition to one of the Monitoring tool (as PRTG, datadog or nagios) will be a great advantage
- Experience in financial application support
- Experience in implementation of software
Benefits of the role:
- Work in a challenging technical and functional environment ( algorithmic trading platforms, low latency, multi-threading, Real-time systems , Trading, Finance,…)
- Integrate a team of highly-skilled and talented people
- A real human team spirit in an international environment,
- A fair and ethical employer
- Well-being & Green oriented company ( social climate survey, green initiatives, 360 assessment, no dress code…)
- A dedicated and tailored onboarding program
Horizon is certified B-Corp & SOC 2 Type 2
Horizon is an equal opportunity employer. We promote diversity, multiculturalism, and inclusion.
