Customer success & relationship management

• Own the end-to-end relationship for your named client accounts. You are the face of our company to these clients. 
• Run regular cadence calls with each client to review open items, share platform updates, and align on expectations. 
• Monitor client health: backlog age, reopen rates, and sentiment signals. Raise concerns before they become escalations. 
• Drive client retention through consistent, visible value. 

Requirements: 

• Bachelor's degree in Computer Science, Information Technology, or a related field.
•  2–5 years of experience in Technical Support, Application Support, or a similar customer-facing technical role. 
• Strong understanding of Windows OS, system administration, and server configuration.
• Hands-on experience with SQL / T-SQL databases, query writing, and performance troubleshooting.
• Solid grasp of computer science fundamentals: data structures, algorithms, operating systems, and software design. 
• Excellent technical problem-solving skills combined with clear, professional written and verbal communication.

Preferred:

• Familiarity with front-end technologies: PHP, JavaScript, jQuery, Angular, CSS, HTML5, Bootstrap.
• Experience in the fintech, brokerage, or financial services sector.
• Prior exposure to trading platforms, order management systems (OMS), or capital markets back-office systems.

Technical resolution 

• Triage and classify incoming tickets accurately using an objective impact matrix. 
• Troubleshoot and resolve issues across the ZAG Core trading platform, including server-to-server communication, system integrations, SQL/T-SQL databases, and Windows server environments.
•  Investigate access control issues between virtual networks and secure systems; support encryption and secure communications configurations. 
• Assist in system integrations and deployments, and document troubleshooting steps in the shared knowledge base.
•  Escalate to engineering when needed while remaining the ticket owner throughout. Escalation transfers the work, not the accountability.
• Keep your clients informed with regular, structured updates at every stage, even when there's nothing new to report.
•  Close every ticket completely and correctly. Quality matters more than speed.