Technical Support Specialist

We’re currently hiring for a Technical Support Specialist to join us at an exciting time for the business. Brady have recently acquired the built-for-cloud ETRM vendor, Igloo Trading Solutions and are scaling the support and services team in our London office. This role will be part of a small, highly collaborative team supporting Igloo’s next-generation energy trading and risk management software, used by power and gas trading companies across Europe.

The Technical Support Specialist will principally interface with traders day-to-day, providing 1st and 2nd line support and ensuring our clients have a fantastic post-implementation experience. This is a great opportunity for an experienced technical supporter who has existing experience working in either Trading Application support (particularly within an energy or commodity trading company) or previous experience at a vendor providing application support to energy / commodity traders. Along with this domain, technical experience with SQL and Azure are highly desired.

You can make an impact early on in our growth journey as we scale the team and seek to lead the market with a modern ETRM product offering.

• Contribute to the Application Management services to secure the stable operation of the Brady solution.
• Manage and maintain the ASP hosting environment to ensure the stable operation of the Brady solution.
• Perform installations, configurations, preventive and regular maintenance of the Brady solutions.
• Manage the database including database tuning when needed, back up and recovery, capacity planning and the creation and maintenance of databases.
• Support the Brady product development lifecycle from a technical perspective including the maintenance of the automated upgrade system, application packaging and verification of the installation kit prior to publishing.
• Support in the preparation and running of escrow exercises annually to ensure the capability and security of our third-party providers.
• Participate in on-call services as per agreed SLA’s, as required.
• Be the first point of contact for 1st and 2nd line support via telephone and JIRA.
• Understand Service Level Agreements and provide response within those parameters.
• Acknowledge and accurately assign reported issues and expand appropriately.
• Monitor support queues across the portfolio and be pro-active in assigning incoming issues.
• Handle all Customer calls and interactions in a professional manner to enhance Brady’s reputation for support.
• Conduct customer issue ticket investigations and replication, detailed customer issue ticket diagnosis, resolution and simulation of client user experiences.
• Interact with 3rd line Software Engineers to assist in resolving complex issues, accurately documenting details and reproduction steps (where required) – in JIRA.
• Insert all relevant issues into the product backlog with all information to assist prioritisation.
• Advise and assist in the development and maintenance of user documentation.
• Assist the software patch and delivery process.
• Provide onsite customer support, including implementation support, as and when required.

• Ability to provide a high level of Customer contact by setting correct expectations and aligning with Customer Ops goals.
• Acquired knowledge of Brady products through experience of working with or providing support for the Brady product suite.
• Excellent communication skills both externally with Customers and internally with other key stakeholders such as Product Managers and the Engineering team.
• Great problem-solving skills with an eye to identify issues and proactively seek to resolve them quickly and effectively.
• Self-motivated demonstrating an ability to work alone as well as part of a team.
• Ability to adapt to fast-paced and changing environments.
• A numerate degree ideally in finance, business, economics, computer science, engineering, mathematics or other sciences, or equivalent experience.
• Experience of working in an application support role ideally with a software provider or financial services organisation.
• Understanding of Energy markets.
• Demonstrable ability and passion to mentor, teach and coach individuals with a goal of building awareness, responsibility and self-belief.
• Knowledge of Brady or competitive products and their business use.

• Ability to write SQL queries.
• Awareness of databases, virtual servers, remote connectivity security, Cloud, Wiki.
• Ability to use internal and external collaboration tools such as Microsoft Teams, Webex.
• General IT experience and exposure to online services, Windows platforms and infrastructure.
• Basic understanding and experience of cloud computing (Azure).
• Experience of using ticketing systems such as JIRA.

• Great compensation + 8% pension + 5% bonus + private health insurance and more!
• 23 days' holiday + bank holiday, increasing by one day per year of service up to 28 days + bank holidays.
• 1 / 2 day off Christmas Eve & New Year’s Eve.
• Pluralsight licenses for engineering team members.
• Flexible working hours.
• An opportunity to build a modern technology platform for the power and energy trading markets.
• A positive, values-driven culture.