Customer Support Specialist

MLabs

Technical support specialist assisting institutional clients with complex technical integration queries in the financial technology sector.

Posted 6/1/2026full-timeNew York City • New York • 🇺🇸 United StatesMid-LevelSenior💰 $100,000 - $150,000 per yearWebsite

Tech Stack

Tools & technologies

JavaLinuxUnix

About the role

Key responsibilities & impact

Client Integration & Advisory: Assist institutional clients with complex technical integration queries, ensuring seamless onboarding and connectivity to core messaging systems.
Production Environment Support: Provide real-time, high-touch support to diagnose and resolve technical production incidents and system anomalies swiftly.
Proactive Alert Infrastructure: Actively monitor, investigate, and analyze real-time production infrastructure and connectivity alerts.
Incident Ownership & Mobilization: Take full end-to-end ownership of active production incidents, proactively mobilizing, coordinating, and managing internal cross-functional engineering and product resources to achieve rapid resolutions.
Environment Configuration Management: Oversee, configure, and maintain customer accounts across both User Acceptance Testing (UAT) and live Production environments.
Continuous Service Improvement: Maintain, champion, and elevate operational service standards by acting as a trusted consultant between the client base and the broader business.

Requirements

What you’ll need

Trading Systems Protocol Expertise: A solid and demonstrable understanding of the Financial Information eXchange (FIX) protocol and electronic trading market structures.
Systems Engineering Proficiency: Proven hands-on experience navigating and operating within Linux/Unix environments, utilizing the command-line interface (CLI) comfortably.
Stakeholder & Incident Management: Superior verbal and written communication skills, with a proven track record of managing ongoing, high-stakes system incidents and navigating difficult technical client conversations with diplomacy and tact.
Cross-functional Collaboration: Strong ability to engage effectively across diverse internal interfaces, align goals across technical squads, and maintain a collaborative, team-oriented mindset regarding shared ownership of production problems.
Quality Focus: A professional dedication to delivering and scaling premium, high-availability customer service experiences.
Preferred (Nice-to-Have) Skills: Domain knowledge or exposure to the Fixed Income asset class and debt capital markets, practical experience executing or writing Linux/Unix shell scripts (e.g., Bash), a baseline comprehension of modern Application Programming Interfaces (APIs), experience working within version control pipelines and code repositories, specifically GitHub, and the ability to read or interpret foundational object-oriented source code, particularly Java.

Benefits

Comp & perks

Competitive base salary dependent on experience, structured up to $150,000 USD.
Company equity/share options, aligning compensation directly with long-term corporate growth.
Comprehensive institutional benefits package, including premium health, retirement packages, and localized wellness coverage.
A modern, remote-first operational framework with access to premier shared workspaces in New York City and Central London.
Structured professional development with direct mentorship from elite financial technology and distributed systems experts.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Financial Information eXchange (FIX) protocolLinuxUnixcommand-line interface (CLI)Linux/Unix shell scriptingApplication Programming Interfaces (APIs)version controlGitHubobject-oriented programmingJava

Soft Skills

verbal communicationwritten communicationincident managementcross-functional collaborationteam-oriented mindsetdiplomacytactquality focusclient advisoryservice improvement