Support Engineer

📋 Description

• • Be the first line of defense for ION Group’s global client base as a Support Engineer, stationed in our Pisa or Milan offices. You will own the end-to-end lifecycle of customer technical and functional inquiries, turning complex problems into elegant solutions that keep capital-markets operations running smoothly.
• • Own the ticket queue: triage, prioritise, and resolve incidents arriving via phone, email, and our case-management platform. You will track every interaction, update clients in real time, and drive issues to closure within agreed SLAs while maintaining meticulous documentation for future reference.
• • Master the architecture: build deep, hands-on knowledge of ION’s trading and risk-management software, including database schemas, configuration files, and integration touch-points. This expertise lets you pinpoint root causes quickly and propose work-arounds or permanent fixes.
• • Lead service-restoration efforts when software or hardware failures threaten clients’ ability to trade. You will coordinate with internal DevOps, network, and database teams, as well as third-party vendors, to restore service with minimal market impact.
• • Prevent issues before they happen by executing daily system-health checks, capacity-planning reviews, and proactive monitoring. You will analyse trends, flag anomalies, and recommend tuning or scaling actions that improve stability and performance.
• • Champion security: participate in vulnerability assessments, patch-management cycles, and disaster-recovery tests. You will ensure every change, deployment, or configuration tweak aligns with cybersecurity best practices and regulatory requirements.
• • Support release and deployment activities, including pre-release testing, user-acceptance validation, and post-deployment hyper-care. You will act as the client’s advocate, confirming that new features meet functional requirements and do not introduce regressions.
• • Collaborate across borders: work closely with Product Management, Development, QA, and Professional Services teams to escalate defects, refine requirements, and influence product roadmaps based on real-world client feedback.
• • Contribute to a 24×7 follow-the-sun support model by participating in shift rotations, weekend coverage, and out-of-hours escalations. Your flexibility ensures that critical issues are resolved regardless of time zone or market hours.
• • Cultivate client trust through clear, confident communication in both English and Italian. You will translate technical jargon into business language, set realistic expectations, and provide status updates that keep traders, risk managers, and operations teams informed and reassured.
• • Continuously improve: update knowledge-base articles, runbooks, and training materials so that lessons learned today accelerate resolutions tomorrow. You will also mentor junior colleagues, raising the collective capability of the Service Management Team.