Title:  Technical Product Consultant

Location: 

New York, NY, US

Description: 

Company Overview

Arcesium is a global financial technology firm that solves complex data-driven challenges faced by some of the world’s most sophisticated financial institutions. We constantly innovate our data platform and capabilities to meet tomorrow’s challenges, anticipate the risks our clients encounter, and design advanced solutions to help our clients achieve transformational business outcomes.   

 

Financial technology is a high-growth industry as change and innovation continue to disrupt the status-quo and prompt major transformation. Arcesium is at a particularly interesting time in our own growth as we look to leverage our successfully established market position and expand operations in pursuit of strategic new business opportunities. We value intellectual curiosity, proactive ownership, and collaboration with colleagues, and we empower you to meaningfully contribute from day one and accelerate your professional development.
 

Position Summary

Arcesium seeks a highly skilled Technical Product Consultant to join the Product Consulting Group, a global team that is responsible for providing premium first-line support to Arcesium’s clients. 

We are looking for you to bring in a world-class 1st touch for our end users who belong to some of the most sophisticated financial institutions in the World.

Responsibilities

- Serve as primary contact for clients seeking help, while providing them with an excellent support experience:
    o Address end-users technical inquiries and ensure that issues are resolved in a timely fashion
    o Support, monitor, and prioritize the client’s day-to-day tech deliverables to fulfill service level agreements
    o Work with internal support engineering teams (L2) and escalate technical issues as necessary
    o Coordinate client-facing communication during incidents: Monitor the ongoing operations during US coverage times to achieve high customer satisfaction standards
- Assist and train colleagues in resolving and assessing complex inquiries and technically advanced questions
- Troubleshoot and document L1 support for API usage inquiries
- Analyze and identify recurring problems and areas for process improvement 
- Automate manual tasks and develop operational efficiency tools for the team
- Support technical inquiries related to client onboarding and/or other ad hoc projects and initiatives 

Qualifications

- The ideal candidate will have 2+ years of experience working in a technical support capacity, preferably in-house at a buy-side firm.  
- Knowledge and skills cutting across technology, the financial domain, and client facing experience
- This individual must possess exceptional verbal and written communication skills to articulate complex business and technical processes to clients   
- The ability to comfortably understand APIs usage and navigate error messages
- Familiarity with multiple programming languages; experience with Java, Python, or C# is strongly preferred
- Ability to write simple SQL queries 
- Familiarity with monitoring and data analysis tools like DataDog, logging NG, etc. is a plus
- Familiarity with cloud-native solutions and data analysis techniques is desired

Arcesium and its affiliates do not discriminate in employment matters on the basis of race, color, religion, gender, gender identity, pregnancy, national origin, age, military service eligibility, veteran status, sexual orientation, marital status, disability, or any other category protected by law. Note that for us, this is more than just a legal boilerplate. We are genuinely committed to these principles, which form an important part of our corporate culture, and are eager to hear from extraordinarily well qualified individuals having a wide range of backgrounds and personal characteristics.


Nearest Major Market: Manhattan
Nearest Secondary Market: New York City