Customer Support Engineer (100% Pensum)

Liquid-Markets-Solutions (LMS), conceptualizes, designs & implements patented & proven industry-leading hardware-based ultra-low-latency and ultra-high-capacity connectivity, market access, risk mitigation, and bespoke solutions for use in financial services and other industries.

Curious about our technology? Take a look at some of our patents:

Validating an Electronic Order Transmitted Over a Network…With a Hardware Device (https://patents.google.com/patent/US9501795)

Distributed Network Packet Processing (https://patents.google.com/patent/US10269071)

Zero-Latency Message Processing With Validity Checks (https://patents.google.com/patent/US10868707)

Transaction Encoding and Verification By Way Of Data-Link Layer Fields (https://patents.google.com/patent/US10880211)

With locations in Switzerland, Japan, Singapore, and the United States, LMS is emerging as a global player operating on the cutting-edge of technology to deliver the world’s fastest and highest capacity network-edge computing solutions. LMS prides itself on operating an equal-opportunity environment free of discrimination and respectful of heritage, beliefs and lifestyles. We’re technologists first and foremost and love to tinker (whether with FPGA chips, network stack technology, heatsinks, or changing sparkplugs in a car). We’re all about working together and solving problems.

To support its growth, LMS is seeking Customer Support Engineers to join our team in Switzerland.

Primary day-to-day duties include: -

Customer Onboarding & Support

• Supporting the onboarding of new customers, including assisting clients in the deployment of LMS products & solutions.
• Assisting in the creation, maintenance and updating of ‘Level 0’ self-service customer support materials, including LMS website service & support pages.
• Provision of ‘Level 1’ first-line support including customer interaction by email, online chat channel, phone, video conferencing, or messaging.
• Arranging of ‘Level 2’ technical support with LMS FPGA engineers and, where necessary, escalation to ‘Level 3’ LMS senior FPGA engineer technical support.
• Arranging of ‘Level 3’ non-LMS third-party (board or chip manufacturer) support, as required.
• Monitoring, logging, and prioritizing customer support interactions and open issues at all levels to ensure customer satisfaction through to resolution.
• Prepare accurate and timely reports of customer support issues, and resolution, monitoring support performance metrics, suggesting improvement plans, and implementing changes.

Documentation

• Creating, maintaining, and updating internal and external documentation and manuals for LMS products, including updating ‘step-by-step’ written and video installation guides.
• Creating and maintaining, and updating ‘FAQs’ & ‘Troubleshooting’ resources for internal and external use.
• Assisting in the creation of a series of ‘How-to’ videos for setting-up and use of LMS products.
• Creating and maintaining, and updating an internal database of internal and external documentation, manuals, FAQs, troubleshooting, and how-to’s, and external useful support resources.
• Prepare accurate and timely reports of documentation status, updates, and issues.
• Creating and maintaining, and updating a repository of feature and function change requests from customers and LMS engineers, suggesting prioritization and, where appropriate, suggesting a timeline for implementation.
• Creating and maintaining, and updating a repository of defects, bugs and other issues relating to LMS logic or third-party hardware included in LMS products.
• Monitoring customer usage of documentation, manuals and support materials and making suggestions to improve the quality of such materials.

Research

• As requested by either clients or LMS hardware and software engineers, research topics related to software and hardware issues, and identify and propose potential solutions.
• Maintain up-to-date knowledge and awareness and communicate same to co-worker(s), of relevant technology including ASIC, FPGA, PCIe, Ethernet, TCP, IP, UDP, and custom Ether Type.
• Research and maintain an internal database of LMS competitor products, including features, specifications, pricing, and significant variances from LMS products.
• Assist in the creation of LMS product marketing materials.

Support Infrastructure

• Creating and maintaining support infrastructure (e.g. build automation, test automation, test plumbing, scripting, CI/CD) and maintaining a local hardware lab.
• Assisting in the build-out of service & support hubs in Asia-ex Japan, Europe, and the US, including the onboarding and training of additional support staff.
• Manual testing work and test rig setup/re-cabling.

Communication

• Use agreed-upon tools such as Slack, Gmail, and Google Drive for communication and file storage and management.

Product Design & Development

• Collaborate with LMS hardware and software engineers, where appropriate, in discussions on product design and development for existing or new LMS products.

Required Skills: -

• In-depth understanding of current computer systems, particularly memory/cache hierarchy, CPUs, Linux OSs, and performance tuning.
• Linux scripting experience
• Working knowledge of Ethernet (including IP, TCP, UDP) networking experience
• Fluent in written and spoken English
• Strong documentation and reporting abilities
• Professional-level customer communication

Desirable Skills: -

• Experience in/familiarity with C and/or C++ programming
• Proficiency with Linux network diagnostic tools
• Programming the Linux/Unix socket API
• Hands-on experience with server hardware (racking, cabling, PCIe card installation)
• Experience with AMD (ex Solarflare) onload/ef_vi, NVIDIA VMA, or similar mechanisms.
• Working knowledge of scripting languages (Shell, Perl, Python).
• Working knowledge of distributed version-control systems (Git preferred)