Elwood provides digital currency infrastructure including Crypto Trading platform to enable financial institutions to engage in Crypto investing.
Building on a platform developed and tested by one of the world's leading asset managers, Brevan Howard Asset Managers, Elwood launched as an independent company in early 2019. In 2020 company is seeing tremendous growth in global client base, which will extend beyond trading to embedding itself inside the digital banking ecosystem.
MAIN DUTIES/RESPONSIBILITIES OF THE ROLE:
• Provide Level 3-4 Technical Support of trading system to Customer Support, Customers and third-parties by monitoring, investigating, troubleshooting, and resolving issues
• Manage, prioritize and respond to customer support issues, inquiries and escalations
• Handovers to follow-the-sun regional support teams
• Manage, plan, setup and test client environments in collaboration with DevOps & SecOps teams
• Track software releases and maintain documentation for Customer Support teams and perform testing
• Proactively create and drive impactful changes across support workflows, policies, and tools
• Provide feedback to product/engineering teams of Elwood product and service improvements and technical issues
• Gather customer requirements and articulate appropriate technical and non-technical solutions
WORK EXPERIENCE/BACKGROUND
• Background in financial trading systems and software
• Minimum 3 years at alternative investment management firm
• Front-to-back trading systems exposure
• Software development and testing experience
• Experience supporting customers with technical and product issues
• Awareness and passion for blockchain and cryptocurrency
• Demonstrating pro-activity and accountability
• Experience in creating new client support processes
TECHNICAL/BUSINESS SKILLS & KNOWLEDGE:
Essential
• Knowledge of the Financial Services/trading industry
• Minimum of 3 years at alternative investment management firm
• Front-to-back trading system exposure
• Software Development Experience
• Experience with different channels of support
• Flexible and adaptable to meeting the evolving needs of a high-growth and fast-paced organization
• Creating new processes and external-facing documentation
• Postgres SQL/SQL Server Skills
Desirable
• Cloud Computing
• Github
• Testing
• DevOps
• Release Management
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