Customer Support Engineer / Customer Support Engineeress

Customer Support Engineer

Liquid-Markets-Solutions (LMS) is a pioneer in conceptualizing, designing, and implementing patented, industry-leading hardware-based solutions that offer ultra-low-latency and ultra-high-capacity connectivity, market access, and risk mitigation, tailored for the financial services sector and beyond.

Curious about our technology? Discover some of our patents:

• Validating an Electronic Order Transmitted Over a Network…With a Hardware Device
• Distributed Network Packet Processing
• Zero-Latency Message Processing With Validity Checks
• Transaction Encoding and Verification By Way Of Data-Link Layer Fields

With locations in Switzerland, Japan, Singapore, and the United States, LMS is emerging as a global player, operating at the cutting edge of technology to deliver the world’s fastest and highest-capacity network-edge computing solutions. We take pride in fostering an equal-opportunity environment that is free from discrimination and respectful of diverse backgrounds, beliefs, and lifestyles. As technologists at heart, we embrace the spirit of collaboration to tackle challenges head-on.

To support our growth, LMS is seeking talented and motivated software engineers to join our team in Zug, Switzerland, where they will work closely with our FPGA engineers.

Primary Day-to-Day Duties Include:

1. Customer Onboarding & Support
   • Support the onboarding of new customers, assisting engineers in deploying LMS products and solutions.
   • Create, maintain, and update comprehensive written and video installation guides for LMS products.
   • Assist in developing and updating Level 0 self-service customer support materials, including service and support pages on the LMS website.
   • Provide Level 1 first-line support through customer interactions via email, online chat, phone, video conferencing, or messaging.
   • Coordinate Level 2 technical support with LMS FPGA Engineers and, when necessary, escalate to Level 3 LMS Senior FPGA Engineer support.
   • Facilitate Level 4 non-LMS third-party support as required.
   • Monitor, log, and prioritize customer support interactions and open issues to ensure satisfaction until resolved.
   • Prepare accurate and timely reports on customer support issues, resolutions, and performance metrics, along with improvement plans.
2. Documentation
   • Create, maintain, and update internal and external documentation and manuals for LMS products.
   • Develop and keep updated FAQs and troubleshooting resources for internal and external use.
   • Assist in producing a series of how-to videos for setting up and using LMS products.
   • Maintain an internal database of documentation, manuals, FAQs, troubleshooting guides, and useful support resources.
   • Provide accurate and timely reports on documentation status and updates.
   • Track customer requests for feature changes and suggest prioritization and timelines for implementation.
   • Document defects, bugs, and other issues relating to LMS logic or third-party hardware in LMS products.
   • Monitor customer usage of documentation and support materials, proposing suggestions for improvement.
3. Research
   • Research software and hardware issues as requested by clients or LMS Core Engineers, proposing potential solutions.
   • Stay current with relevant technology across ASIC, FPGA, PCIe, Ethernet, TCP, IP, UDP, and custom Ether Type.
   • Maintain a database of competitor products, noting their features, specifications, pricing, and differences from LMS offerings.
   • Assist in creating LMS product marketing materials.
4. Support Infrastructure
   • Assist in hiring, onboarding, and training additional support staff across Asia, Europe, and the U.S.
   • Help build out service and support hubs in Asia (excluding Japan), Europe, and the U.S.
5. Communication
   • Utilize tools like Slack, Gmail, and OneDrive for communication and file storage and management.
6. Product Design & Development
   • Collaborate with LMS Core Engineers on discussions regarding product design and development for existing or new LMS products.

Required Skills:

• 1 year or more of experience in C and/or C++ programming
• In-depth understanding of current computer systems, particularly memory/cache hierarchy, CPU core, and performance tuning.
• Experience with Linux programming
• Working knowledge of Ethernet protocols (IP, TCP, UDP)

Desirable Skills:

• Familiarity with HLS in RTL programming.
• Proficiency with epoll.
• Experience with Linux administration and network tools.
• Knowledge of 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 crafting exceptional software and excel 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.