Customer Support Engineer
Liquid-Markets-Solutions (LMS) conceptualizes, designs, and implements patented, industry-leading hardware-based solutions that provide ultra-low-latency and ultra-high-capacity connectivity, market access, and risk mitigation for the financial services sector 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 at the forefront of technology, delivering the world’s fastest and highest-capacity network-edge computing solutions. We pride ourselves on being an equal-opportunity employer that respects diverse backgrounds, beliefs, and lifestyles. Our team is made up of passionate technologists who love to innovate and solve problems.
To support our growth, LMS is seeking talented and motivated software engineers to join our team in Zug (Switzerland), working closely with our FPGA engineers.
Primary Day-to-Day Duties Include:
- Customer Onboarding & Support
- Supporting the onboarding of new customers, including assisting engineers in the deployment of LMS products and solutions.
- Creating, maintaining, and updating step-by-step written and video installation guides for LMS products.
- Assisting in the creation and maintenance of self-service customer support materials on the LMS website.
- Providing first-line support (Level 1) through various channels, including email, chat, phone, and video conferencing.
- Coordinating Level 2 technical support with LMS FPGA Engineers and escalating to Level 3 as necessary.
- Arranging Level 4 non-LMS third-party support when required.
- Monitoring customer support interactions and prioritizing open issues to ensure satisfactory resolution.
- Preparing accurate reports on customer support issues and performance metrics, while suggesting improvements.
- Documentation
- Creating, maintaining, and updating internal and external documentation and manuals for LMS products.
- Developing FAQs and troubleshooting resources for both internal and external users.
- Assisting in producing a series of 'How-to' videos for setting up and using LMS products.
- Maintaining an internal database of documentation and support resources.
- Preparing reports on documentation status and updates.
- Managing a repository of feature requests and suggestions for product enhancements.
- Keeping track of defects and other issues related to LMS logic or third-party hardware.
- Monitoring customer usage of documentation and suggesting improvements.
- Research
- Conducting research on software and hardware topics as requested.
- Staying updated on relevant technologies including ASIC, FPGA, PCIe, Ethernet, and TCP/IP.
- Maintaining a database of competitor products, features, and specifications.
- Assisting in the creation of LMS product marketing materials.
- Support Infrastructure
- Assisting in the hiring and training of additional support staff.
- Helping establish service and support hubs in various regions.
- Communication
- Utilizing tools such as Slack, Gmail, and OneDrive for effective communication and file management.
- Product Design & Development
- Collaborating with LMS Core Engineers on product design and development.
Required Skills:
- 1 year or more of experience in C and/or C++ programming.
- In-depth understanding of computer systems, particularly memory/cache hierarchy and Linux OS performance tuning.
- Experience with Linux programming.
- Knowledge of Ethernet (including IP, TCP, UDP) networking.
Desirable Skills:
- Familiarity with HLS in RTL programming.
- Knowledge of epoll.
- Experience with Linux administration and network tools.
- Understanding of the Linux/Unix socket API.
- Experience with tools such as AMD (ex Solarflare) onload/ef_vi, NVIDIA VMA, or similar mechanisms.
- Proficiency in scripting languages (Shell, Perl).
- Experience with distributed version-control systems (Git preferred).
If you are passionate about creating exceptional software and thrive in a dynamic environment, we want to hear from you. Apply online using the form below. Please note that only applications matching the job profile will be considered.