Client Support Engineer

About us.

Trumid is a fast-growing financial technology company and fixed-income electronic trading platform, bringing efficiency to credit trading through data, technology, and intuitively designed products. Founded in 2014 by a team of fixed-income market experts, we have grown to become one of the top three corporate bond e-trading platforms. 1,300+ traders transact on Trumid each month from a large and expanding client network of 850 buy-and sell-side institutions.

With a rich history of innovation, we pride ourselves on staying nimble and agile as we grow. A tech-first client-driven approach in which we collaborate closely with our users, iterating quickly toward optimal solutions. With client engagement at its highest levels and our pace of product development faster than ever, this is an exciting and transformative time at Trumid.

Our business model thrives on participation and connection, and so does our culture. We work together towards common goals – always pushing into unexplored areas and new ways of thinking. To be successful at Trumid, you need to be curious, passionate about your craft, ambitious, collaborative, and driven. Learn more at www.trumid.com.

The Opportunity.

Trumid is seeking a Client Support Engineer who will play a pivotal role in ensuring a seamless user experience for our internal clients on the trading floor and our external clients who rely on our platform for trading. This in-office role places you at the center of our vibrant, fast-paced trading environment, where your ability to think quickly and solve problems efficiently will be essential.

As our company scales, the complexity of our platform and the number of clients we support will continue to grow. We need a dynamic individual who excels in client communication, thrives in high-energy situations, and can collaborate effectively across teams. You will be the vital link between our internal trading teams, external clients, UI, and Sales teams, ensuring that all client needs—both internal and external—are addressed promptly and effectively.

Your contributions will directly impact client satisfaction and the overall success of our trading operations. This is a unique opportunity to work in a high-stakes fintech environment, where you’ll tackle interesting challenges while working closely with diverse teams and supporting our clients in real-time. If you have a background in Client Support or Production/Application Support and are eager to engage in a client-facing role that spans internal and external support, this role is for you!

Responsibilities will include:

• Client-Focused Support: Serve as the primary point of contact for our clients, providing them with technical, business and functional support, resolving platform-related issues, and ensuring their needs are met quickly and effectively.
• Client Communication: Build strong relationships with clients by effectively communicating platform updates, resolving issues, and providing guidance. Collaborate with the UI and Sales teams to ensure a cohesive client experience.
• Incident Management: Oversee the resolution of client-reported issues, ensuring timely responses and efficient resolutions to minimize disruption to their experience. Lead root cause analysis for any complex incidents.
• Collaboration: Work closely with UI/UX, Sales, and Product teams to provide feedback and insights from clients, driving improvements in platform usability and functionality.
• Cross-Team Coordination: Liaison between clients and internal engineering teams, ensuring that client feedback and issues are properly communicated and prioritized for resolution.
• Platform Monitoring: Help monitor the health and performance of the platform from a client’s perspective, proactively addressing potential issues before they impact the user experience.
• Client Education: Help clients understand platform features and ensure they are fully informed about new updates and optimizations to maximize their efficiency using the platform.
• Process Optimization: Identify areas of improvement in client support processes and workflows, collaborating with internal teams to enhance the client experience and increase operational efficiency.
• Reports: Handle end-user data requests by creating and managing reports using SQL in both PostgreSQL and BigQuery environments.

About You.

Experience:

• 5+ years of experience in Financial Client or Technical Support roles, focusing on client interaction and communication.
• Strong background in production/application support, with a proven ability to manage complex client trading systems and environments.
• Experience working with UI and Sales teams to ensure client needs are met from a technical and business perspective.
• Proficient with trading ecosystems or financial technology platforms.
• Skilled in both technical aspects and client interactions (internal and external), with a deep understanding of trading features and protocols
• Proficient with SQL in both Postgres SQL and BigQuery.

Technical Skills:

• Strong understanding of databases and reporting tooling, including SQL, PostgreSQL, and Google Big Query
• Understanding of FIX protocol and network topologies
• Understanding of monitoring tools (e.g., DataDog, Prometheus) and their application in maintaining client satisfaction.
• Experience with Linux environments, including troubleshooting and system optimization.
• Basic scripting abilities (Python, Bash) to automate support processes and improve client-related workflows.
• Proficiency in incident management, including diagnosing and resolving platform-related issues that impact clients.

Professional Skills:

• Exceptional communication skills: Able to clearly articulate technical concepts to non-technical clients and collaborate effectively with internal teams.
• Client-focused mindset: Demonstrated ability to understand and prioritize client needs, ensuring a positive user experience.
• Multitasking and project management: Proven track record of managing multiple client issues and projects in a fast-paced environment.
• Team player: Willing to work cross-functionally with Sales, UI/UX, and Engineering teams to enhance client outcomes.
• Ability to create clear and comprehensive documentation to support both clients and internal stakeholders.

Employee benefits.

• Highly competitive compensation
• Fully paid medical, dental and vision coverage
• Remote work
• Team-oriented and collaborative company culture

Trumid is an equal opportunity employer.

In compliance with New York City Pay Transparency Law, the base salary range for this role in New York City is between $130,000 - $160,000. This range does not include discretionary bonus or other forms of compensation or benefits offered in connection with this job. Several factors are considered when determining a candidate’s compensation.