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Technical Support Specialist

4 months ago

Belfast, United Kingdom Apex Clearing Full time

Apex Fintech Solutions (AFS) powers innovation and the future of digital wealth management by processing millions of transactions daily, to simplify, automate, and facilitate access to financial markets for all. Our robust suite of fintech solutions enables us to support clients such as Stash, Betterment, SoFi, and WeBull, and more than 20 million of our clients' customers.

Collectively, AFS creates an environment in which companies with the biggest ideas in fintech are empowered to change the world. We are based in Dallas, TX and also have offices in Austin, New York, Chicago, Los Angeles, Portland, and Belfast.

If you are seeking a fast-paced and entrepreneurial environment where you'll have the opportunity to make an immediate impact, and you have the guts to change everything, this is the place for you.

AFS has received a number of prestigious industry awards, including:

- 2021, 2020, 2019, and 2018 Best Wealth Management Company - presented by Fintech Breakthrough Awards
- 2021 Most Innovative Companies - presented by Fast Company
- 2021 Best API & Best Trading Technology - presented by Global Fintech Awards

We are hiring a **Technical Support Specialist** who will be essential to supporting client and vendor technical needs related to the Apex proprietary products and services, such as API's, UI's and data feeds.

**What you will do all day:
- Triage new inbound reports or inquiries from our clients and vendors through various supported mediums
- Improve client and vendor experiences through quick and effective issue responses, and ultimate resolutions
- Maintain internal SLO's for response and resolution times on tickets, as well as any internal and external SLA's where applicable
- Keep runbooks and KB's up-to-date; Drive improvements, updates and changes when necessary
- Identify trends, or areas of opportunity for improvement and recommend improvements
- Assist with identifying required tooling for optimum troubleshooting
- Document and report key service metrics to leadership
- Reduce escalations to senior support staff
- Be proactive and decisive dealing with potential incidents
- Working hours UK Monday to Friday
- Shift 1: 12:00 - 21:00 GMT

**What you need to succeed**:

- The permanent right to live and work in the U.K.
- A good numerate/science focused degree including (but not limited to) Mathematics, Physics, Engineering and Computer Science; or qualified to HNC level or above plus significant experience
- OS knowledge (Linux and Windows)
- Exposure to networking foundation
- Some scripting comprehension
- Exposure to databases (MSSQL and/or NoSQL)
- The ability to learn new and unfamiliar technologies quickly, as required.
- Adaptability: while you enjoy establishing process and standards, you understand the need to be flexible and enjoy trying new things

**Life at Apex Fintech Solutions**

We want you to like coming to work so we work really hard to make your job fun and different from any other.

**A few reasons why you might love us**:

- **We're a leader in the space.** Apex is recognized for disrupting the financial services industry, enabling fintech standouts like Stash, Robinhood and Betterment.
- **We've got an amazing track record of success and we foster ongoing innovation.** So you get all the benefits of a proven, growing company, while enjoying a very entrepreneurial culture
- **We see tech differently.** You'll work with people who are leaders in the tech industry. We are passionate engineers dedicated to finding new and different ways to use technology to solve our customers problems.

**We offer**:

- Pension matched up to 7%
- Private health insurance for medical and dental
- Generous annual leave
- Great work/life balance and flexible working hours
- Monthly catered lunches
- Unlimited drinks and snacks
- Poker tournaments
- Charitable matching gift program