Software Technical Support Analyst

About the role

Murex, a global fintech leader in trading, risk management and processing solutions for capital markets, is looking for a Software Technical Support Analyst in Santiago. The Operate team provides technical support to Murex's internal and external clients so that normal operations are restored with minimal impact on their business. The role follows a follow-the-sun support model with diverse shifts.

Key responsibilities

• Analyze, diagnose and solve technical issues for three types of clients across all regions: internal, SaaS and on-premises.
• Handle client-blocking production issues on the Mx3 platform via a call in a timely and accurate way.
• Build horizontal technical expertise across various MX.3 components to deliver high-quality support.
• Collaborate with Dev, Product, DevOps, Infrastructure and Client Services teams on problem resolution.
• Give operability feedback to Product teams based on incidents raised during BAU.
• Take part in production readiness and new development work so the product is production-ready from an operability point of view.
• Develop support processes, solutions and troubleshooting guides (Techtalks).

Required profile

• Eager to learn the latest Murex technologies.
• Passionate about problem solving and troubleshooting technical issues.
• Ability to work under pressure in operations and support environments.
• Good communication and presentation skills, and good teamwork across different regions.
• Advanced level of English is mandatory.

Required skills

• Java; C, C# and Python are a plus.
• SQL query building and performance analysis; database administration skills for Sybase and Oracle are a plus.
• Linux as a power user; Bash scripting is a plus.

What we offer

• A market leader with a 35+ year track record in a growing industry.
• An inclusive, agile team with a people-first focus and an international environment with prospects for global work.
• Medical, dental and life insurance.