Etrm Saas Technical Support

**ETRM SaaS Technical Support & Implementation Specialist**

**London, UK (hybrid)**

We're currently hiring for a ETRM SaaS Technical Support & Implementation Specialist to join us at an exciting time for the business. Brady have recently acquired the built-for-cloud ETRM vendor, Igloo Trading Solutions and are scaling the support and services team in our London office.

This role will be part of a small, highly collaborative team supporting Igloo’s next-generation energy trading and risk management software, used by power and gas trading companies across Europe. The ETRM Technical Support & Implementation Specialist will principally be providing 1st an 2nd line support, as well as liaising with key stakeholders ensuring our clients have a fantastic implementation and post-implementation experience.

You can make an impact early on in our growth journey as we scale the team and seek to lead the market with a modern ETRM product offering.

**Key Accountabilities**:

- Contribute to the Application Management services to secure the stable operation of the Brady solution
- Contributing for managing and maintenance of the ASP hosting environment to ensure the stable operation of the Brady solution
- Perform installations, configurations, preventive and regular maintenance of the Brady solutions
- Together with the other Customer Operations Technical Specialists manage the database including database tuning when needed, back up and recovery, capacity planning and the creation of and maintenance of databases
- Support in the preparation and running of escrow exercises annually to ensure the capability and security of our third-party providers
- Participate in on-call services as per agreed SLA’s, as required
- Be the first point of contact for 1st and 2nd line support via telephone and JIRA.
- Understand Service Level Agreements and provide response within those parameters
- Acknowledge and accurately assign reported issues and escalate appropriately
- Monitor support queues across the portfolio and be pro-active in assigning incoming issues
- Handle all Customer calls and interactions in a professional manner to enhance Brady’s reputation for support
- Customer issue ticket investigations and replication, detailed Customer issue ticket diagnosis, resolution and simulation of client user experiences.
- Interaction with 3rd line Software Engineers to assist in resolving complex issues, accurately documenting details and reproduction steps (where required) - in JIRA
- Insert all relevant issues into the product backlog with all information to assist prioritisation
- Advise and assist in the development and maintenance of user documentation
- Assist the software patch and delivery process
- Provide onsite customer support, including implementation support, as and when required

**Key Skills/Experience**:

- Understanding of Energy markets
- General IT experience and exposure to online services, Windows platforms and infrastructure
- Experience of using ticketing systems such as JIRA
- Ability to provide a high level of Customer contact by setting correct expectations and aligning with Customer Ops goals
- Excellent communication skills both externally with Customers and internally with other key stakeholders such as Product Managers and the Engineering team
- Great problem-solving skills with an eye to identify issues and proactively seek to resolved them quickly and effectively
- Self motivated demonstrating an ability to work alone as well as part of a team
- Ability to adapt to fast paced and changing environments

**Technical Skills**:

- Ability to use internal and external collaboration tools such; Microsoft Teams, Webex
- Basic understanding and experience of cloud computing (Azure)
- Basic level in network concepts, e.g. Vnet, subnet, ip addresses, dns, vpn
- Good understanding of windows server admin, services, IIS
- Basic understanding of linux server admin
- Basic understanding of scripting (powershell), nice to have an understanding of regex
- Basic understanding of SQL server and SQL
- Basic understanding of different file/msg formats, e.g. csv, xml, json
- Experience with data feeds, e.g. to exchanges, nice to have an understanding of protocols like FiX, WebAPI

**What Brady offers**:

- Great compensation + 8% pension + 5% bonus + private health insurance and more
- 23 days' holiday + bank holiday, increasing by one day per year of service up to 28 days + bank holidays
- 1/2 day off Christmas Eve & New Year's Eve
- Pluralsight licenses for engineering team members
- Flexible working hours
- An opportunity to build a modern technology platform for the power and energy trading markets
- A positive, values-driven culture