Customer Support Engineer
Liquid-Markets-Solutions (LMS) conceptualizes, designs, and implements patented, industry-leading hardware-based solutions characterized by ultra-low latency and high capacity. Our offerings facilitate connectivity, market access, and risk mitigation for the financial services sector and beyond.
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 most powerful network-edge computing solutions. We take pride in fostering an equal-opportunity environment that respects diverse heritages, beliefs, and lifestyles. Our team of technologists is passionate about tinkering and collaboration, working together to solve problems effectively.
To support its growth, LMS is seeking talented and motivated software engineers to join our team in Zug, Switzerland, working closely with our FPGA engineers.
Primary Responsibilities
- Customer Onboarding & Support:
- Assist in onboarding new customers and support engineering teams in deploying LMS products and solutions.
- Create, maintain, and update 'step-by-step' written and video installation guides for LMS products.
- Develop and maintain self-service customer support materials, including LMS website service and support pages.
- Provide first-line support through various customer interaction channels (email, online chat, phone, video conferencing).
- Coordinate technical support with LMS FPGA Engineers, escalating to senior engineers as needed.
- Arrange support from non-LMS third-party vendors when required.
- Monitor and prioritize customer support interactions to ensure satisfaction through to resolution.
- Prepare accurate reports on customer support issues and performance metrics, suggesting improvements as necessary.
- Documentation:
- Create and update internal and external documentation and manuals for LMS products.
- Develop and maintain FAQs and troubleshooting resources for internal and external use.
- Assist in creating a series of ‘How-to’ videos for setting up and using LMS products.
- Maintain an internal database of documentation, manuals, FAQs, and other useful support resources.
- Prepare reports on documentation status and updates.
- Manage customer feedback on documentation, suggesting quality improvements.
- Research:
- Research software and hardware issues as requested, identifying potential solutions.
- Maintain awareness of relevant technology including ASIC, FPGA, PCIe, Ethernet, TCP, IP, UDP, and custom Ether Type.
- Research competitor products, documenting features, specifications, and pricing.
- Assist in creating marketing materials for LMS products.
- Support Infrastructure:
- Assist in the hiring, onboarding, and training of additional support staff in various regions.
- Help build service and support hubs globally.
- Communication:
- Utilize tools like Slack, Gmail, and OneDrive for communication and file management.
- Product Design & Development:
- Collaborate with LMS Core Engineers on product design and development for existing or new LMS offerings.
Required Skills
- 1+ years of experience in C and/or C++ programming
- Deep understanding of computer systems, particularly memory/cache hierarchy, CPU core, and Linux OS performance tuning.
- Linux programming experience
- Working knowledge of Ethernet (including IP, TCP, UDP) networking
Desirable Skills
- Familiarity with HLS in RTL programming
- Understanding of epoll
- Experience with Linux administration and network tools
- Programming with the Linux/Unix socket API
- Familiarity with AMD (ex-Solarflare) onload/ef_vi, NVIDIA VMA, or similar mechanisms
- 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. Please note that only applications matching the job profile will be considered.