Customer Support Engineer
Liquid-Markets-Solutions (LMS) conceptualizes, designs, and implements patented and 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:
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 in an equal-opportunity environment respectful of diverse heritages, beliefs, and lifestyles. We’re technologists first and foremost who enjoy collaborating and solving problems.
To support its growth, LMS is seeking talented and motivated software engineers to join our team in Zug, Switzerland, working in close collaboration with our FPGA engineers.
Primary Day-to-Day Duties
- Customer Onboarding & Support:
- Support the onboarding of new customers, including assisting engineers in deploying LMS products and solutions.
- Create, maintain, and update step-by-step written and video installation guides for LMS products.
- Assist in creating, maintaining, and updating Level 0 self-service customer support materials, including LMS website service and support pages.
- Provide Level 1 first-line support, including customer interaction via email, online chat, phone, video conferencing, or messaging.
- Coordinate Level 2 technical support with LMS FPGA Engineers and escalate to Level 3 LMS Senior FPGA Engineer technical support when necessary.
- Arrange for Level 4 non-LMS third-party support as required.
- Monitor, log, and prioritize customer support interactions and open issues to ensure customer satisfaction through resolution.
- Prepare accurate and timely reports of customer support issues and resolutions while monitoring support performance metrics, suggesting improvement plans, and implementing changes.
- Documentation:
- Create, maintain, and update internal and external documentation and manuals for LMS products.
- Create and update FAQs and troubleshooting resources for both internal and external use.
- Assist in developing a series of how-to videos for setting up and using LMS products.
- Maintain an internal database of documentation, manuals, FAQs, troubleshooting guides, and other useful support resources.
- Prepare timely reports regarding documentation status, updates, and issues.
- Manage a repository of feature and function change requests from customers and LMS engineers, suggesting prioritization and timelines for implementation.
- Maintain a repository of defects, bugs, and other issues related to LMS logic or third-party hardware included in LMS products.
- Monitor customer usage of documentation and support materials, making suggestions to improve their quality.
- Research:
- Research software and hardware issues as requested by clients or LMS Core Engineers, identifying and proposing potential solutions.
- Maintain up-to-date knowledge of relevant technologies including ASIC, FPGA, PCIe, Ethernet, TCP, IP, UDP, and custom Ether Type, and share insights with co-workers.
- Research and maintain an internal database of LMS competitor products, capturing features, specifications, pricing, and variances from LMS products.
- Assist in creating LMS product marketing materials.
- Support Infrastructure:
- Assist in hiring, onboarding, and training additional support staff in Asia, Europe, and the US.
- Contribute to the build-out of service and support hubs in Asia (excluding Japan), Europe, and the US.
- Communication:
- Utilize agreed-upon tools such as Slack, Gmail, and OneDrive for communication, file storage, and management.
- Product Design & Development:
- Collaborate with LMS Core Engineers on discussions related to product design and development for existing or new LMS products.
Required Skills
- 1+ years of experience in C and/or C++ programming
- In-depth understanding of current computer systems, particularly memory/cache hierarchy, CPU core, and Linux OSs, and performance tuning.
- Linux programming experience
- Knowledge of Ethernet networking (including IP, TCP, UDP)
Desirable Skills
- Familiarity with HLS in RTL programming.
- Familiarity with epoll.
- Experience with Linux administration and network tools.
- Programming using the Linux/Unix socket API.
- Experience with AMD (ex-Solarflare) onload/ef_vi, NVIDIA VMA, or similar mechanisms.
- Working knowledge of scripting languages (Shell, Perl).
- Experience with distributed version-control systems (Git preferred).
If you're passionate about creating exceptional software and thrive in a dynamic environment, we want to hear from you. Apply online using the form below.
Only applications matching the job profile will be considered.