Support Engineer - Cloud Quantitative Services (Python) - MerQube

Founded in 2019 by visionary leaders from the finance and technology sectors, MerQube pioneers the use of cutting-edge technology to transform not only index creation but also the wider landscape of systematic investing. By harnessing cloud-based architecture and the most advanced index tracking technology available today, MerQube's platform empowers clients to swiftly and efficiently bring their ideas to market.

We are seeking a skilled support engineer with a strong background in cloud technologies to join our team in India. The ideal candidate will play a pivotal role in ensuring the reliability and problem-solving of cloud-based systems and clients, focusing on maintaining the robustness required for the financial industry.

Responsibilities:

• Troubleshooting: Resolve technical issues related to access, functionality, or performance in the index cloud service.
• Customer Assistance: Provide timely and professional support through various channels, ensuring a positive user experience.
• Technical Guidance: Offer clear instructions on using different features tailored to users' technical proficiency.
• Issue Resolution: Investigate and resolve reported issues promptly, ensuring smooth service operation.
• Documentation: Maintain comprehensive guides and FAQs to empower users to troubleshoot.
•  Bug Reporting: Report identified bugs to improve service quality and user experience.
• User Training: Conduct training sessions to enhance user understanding and adoption of service features.
• Quality Assurance: Adhere to quality standards and gather user feedback for continuous improvement.
•  Escalation Management: Escalate unresolved issues as needed, ensuring timely resolution and communication.
• Continues Learning: Keep informed about service updates, industry trends, and best practices for effective support.

Requirements:

• Bachelor's degree in Computer Science, Engineering, or related field.
• 3 years of extensive experience in Cloud Support, FinTech Support, Site Reliability, or related roles.
• Basic Scripting Knowledge: Familiarity with scripting languages, particularly Python, for basic automation tasks and data manipulation in a financial context.
• Understanding APIs: Basic understanding of APIs and their role in software development, with some experience using tools like Postman for testing.
• Customer Service Skills: Ability to interact with clients in a friendly and professional manner, effectively addressing their concerns and resolving issues promptly.
• Problem-Solving Abilities: Capable of identifying and troubleshooting technical problems, seeking assistance when needed, and escalating issues appropriately.
• Clear Communication: Good verbal and written communication skills, able to clearly explain technical concepts in simple terms and document processes.
• Experience with Support Tools: Familiarity with tools like Jira, Salesforce, and Slack, for tracking issues and collaborating with teams.

Preferred Skills:

• Proficiency in shell scripting languages like Bash Python.
• Familiarity with tools such as Airflow, Grafana.
• Experience with monitoring and logging tools like Prometheus/Grafana or Datadog.
• Understanding of SQL database technologies like MySQL or PostgreSQL.

Our Commitment:

At MerQube, we are dedicated to fostering a collaborative, growth-oriented environment for all team members. We prioritize wellness, work-life balance, and offer flexible working arrangements. We celebrate diversity and welcome team members from all backgrounds and experiences.

Our commitment to diversity:

MerQube is committed to building a diverse and inclusive team. All qualified applicants will be considered without regard to race, color, religion, sex, sexual orientation, gender identity or expression, age, national origin, disability, protected veteran status, or any other factor protected by applicable federal, state, or local laws. If you’re the best person for the job, we want you on board!

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Join our MerQube team and be part of an exciting journey as we revolutionize the industry with innovative finance solutions!