Customer Support Engineer
Liquid-Markets-Solutions (LMS) is at the forefront of innovation, conceptualizing, designing, and implementing patented, industry-leading hardware-based ultra-low-latency and ultra-high-capacity connectivity, market access, and risk mitigation solutions for financial services and other sectors.
Curious about our technology? Explore some of our patents:
With locations in Switzerland, Japan, Singapore, and the United States, LMS is emerging as a global leader in technology, delivering the world’s fastest and highest capacity network-edge computing solutions. We pride ourselves on fostering an equal-opportunity environment that values diversity and respects each individual's heritage and beliefs. Our team is comprised of passionate technologists who enjoy collaborating and solving complex challenges together.
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 Responsibilities:
- Customer Onboarding & Support:
- Assist in onboarding new customers and support engineers in deploying LMS products.
- Create, maintain, and update step-by-step written and video installation guides.
- Develop and update Level 0 self-service customer support materials, including service and support pages.
- Provide Level 1 first-line support via email, online chat, phone, and video conferencing.
- Coordinate Level 2 technical support with LMS FPGA Engineers and escalate to Level 3 when necessary.
- Arrange Level 4 external support, as required.
- Monitor and prioritize customer interactions to ensure satisfaction through resolution.
- Prepare reports on customer support issues, metrics, and improvement plans.
- Documentation:
- Create and maintain internal and external documentation and manuals for LMS products.
- Update FAQs and troubleshooting resources for internal and external use.
- Assist in producing 'How-to' videos for using LMS products.
- Maintain an internal database of documentation and useful support resources.
- Generate reports on documentation status and issues.
- Keep a repository of feature requests and defect logs from customers and engineers.
- Make suggestions to improve documentation quality based on customer usage.
- Research:
- Research software and hardware topics as requested by clients or LMS engineers.
- Stay updated on relevant technology, including ASIC, FPGA, PCIe, Ethernet, TCP/IP, and UDP.
- Maintain a database of competitor products' features and specifications.
- Assist in creating marketing materials for LMS products.
- Support Infrastructure:
- Assist with hiring, onboarding, and training additional support staff globally.
- Help build service and support hubs in various regions.
- Communication:
- Utilize tools such as Slack, Gmail, and OneDrive for communication and file management.
- Product Design & Development:
- Collaborate with LMS Core Engineers on product design and development discussions.
Required Skills:
- 1+ years of experience in C and/or C++ programming.
- In-depth understanding of current computer systems, memory/cache hierarchy, CPU core, and Linux OS performance tuning.
- Familiarity with Linux programming.
- Working knowledge of Ethernet networking (including IP, TCP, UDP).
Desirable Skills:
- Experience with HLS in RTL programming.
- Familiarity with epoll.
- Proficiency in Linux administration and network tools.
- Knowledge of the Linux/Unix socket API.
- Experience with AMD (formerly Solarflare) onload/ef_vi, NVIDIA VMA, or similar technologies.
- Familiarity with scripting languages (Shell, Perl).
- Working knowledge of distributed version-control systems (preferably Git).
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.