Client Support Engineer / Software Support (Full time position, Dubai)

We are currently looking for a Client Support Engineer / Software Support in Dubai to ensure customer success into deploying Horizon Software’s solutions.

The job responsibilities will include, without being limited to, the following:

  • Analyze issues or incidents (helping customers to resolve issues, explaining usage, debugging failures, pinpointing problems, implementing workarounds, increasing performance, improving security, and determining root causes)
  • Define severity and area of the issue
  • Solve the tickets according the require knowledge following the proper process by escalated if needed
  • Address customer requests through resolution or escalation
  • Keep updated the customer about the solving process of their ticket (step, timing)
  • Write documentation on current issues for the customer (KDB) to enhance the knowledge of the customer
  • Deploy the products at customer’s site (integration)
  • Provide training to client (user and IT team).
  • Support local and foreign customers (International context with multinational customers)
  • Eager to work on first period of time from Sunday to Thursday included ( 8 am to 5 pm)

Skills and Requirements: 

    • Graduated with a Bachelor or Master’s degree in Computer Science or Software Engineering, with a good understanding of Information Systems and Technology
    • 1-2 years minimum of experience as Client Service or Finance role( trading)
    • Experience in a Fintech or Capital Market business ( trading)
    • Problem solving and analytical skills; troubleshoot system issues
    • Strong customer service skills – ability to work with customers in a manner that is professional, compassionate, and effective – Strong commitment to deliver Service & Satisfaction, including Project Management skills
    • Strong Interest in a financial trading support environment and Electronic Trading solutions
    • Positive, dynamic, can-do attitude, teamwork
    • Able to work under pressure
    • Ability to communicate easily (internally and with customers)
    • Excellent interpersonal and communication skills
    • Strong English Communication skills (oral and written)
    • Strong Arabic Communication skills (oral and written)
    • Knowledge in Linux is a must-have
    • Basic understanding with SQL/Database, OO Languages, API, Network, operating systems and scripting

Ideal candidate will have in addition :

  • Knowledge of Java, Python and Ansible, in addition to one of the Monitoring tool (as PRTG, datadog or nagios) will be a great advantage
  • Experience in financial application support
  • Experience in implementation of software

Benefits of the role:

  • Work in a challenging technical and functional environment ( algorithmic trading platforms, low latency, multi-threading, Real-time systems , Trading, Finance,…)
  • Integrate a team of highly-skilled and talented people
  • A real human team spirit in an international environment,
  • A fair and ethical employer
  • Well-being & Green oriented company ( social climate survey, green initiatives, 360 assessment, no dress code…)
  • A dedicated and tailored onboarding program

 

Horizon is certified B-Corp & SOC 2 Type 2
Horizon is an equal opportunity employer. We promote diversity, multiculturalism, and inclusion.

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