Careers at FTEN

What We Do: FTEN's trading solutions extend our clients' capabilities to support their diverse client base. With a high speed execution platform, integrated with real-time risk controls, surveillance and compliance monitoring, the integrated framework offers time-to-market connectivity across liquidity venues around the globe.  Founded in 2001, FTEN is a privately held corporation with offices in New York City, Chicago, Denver and London. 

FTEN's technology processes millions of transactions globally, including more than 25% of the entire U.S. equities daily volume and over $150 billion in risk calculations each day.

In September 2009, FTEN was ranked the third fastest growing private software company in the U.S. by Inc. Magazine. Recent strategic investments in FTEN by Goldman Sachs, JP Morgan, Merrill Lynch, and Credit Suisse attest to FTEN's strong business model.

Who We Are:  FTEN is more than a technology company. We are an innovative, results-driven organization that leverages technology in order to facilitate our clients' profitability and competitive edge. Companies engage us because we operate with flexibility and agility, which is one of the reasons we build our teams around people who enthusiastically embrace alternative thinking, unyielding curiosity, and a methodical approach.

About the Position:  FTEN is seeking a resourceful, focused and experienced individual to join our team as a Senior Client Support Analyst.  The primary responsibility is to successfully support FTEN's application suite for our client base in Europe. The Senior Client Support Analyst works with the client support team to monitor and investigate issues with production applications and networks and evaluates and identifies operating issues within production. The successful candidate will have a proven track record of managing multiple assignments simultaneously, from general communication to complex technical issues while providing excellent customer service.

Responsibilities

• Provide high quality first level support to our European client base
• Effectively diagnose and troubleshoot cases, searching for solutions and providing education and
• resolution
• Troubleshoot basic network and telecommunication connectivity issues
• Manage client questions and concerns by taking ownership from creation to completion
• Ad-hoc support on implementations and configuration changes
• Understand and evaluate end-users needs and develop creative technical solutions
• Ensure client base is informed of issue status through resolution; escalate to the appropriate technology teams when necessary
• Provide clear and concise verbal and written communications to clients
• Seek, review, discuss, understand, and execute on client questions and concerns
• Identify possible issues with systems and present opportunities for internal solutions or services
• Effectively manage client expectations and resolve conflicts
• Provide occasional after-hours support for Europe and Asian business
• Adhere to FTEN Client Support policies and procedures
• Support projects that evolve as a result of firm-wide initiatives
• Create successful working relationships with internal departments
• Liaise with FTEN's Knowledge Center to ensure cohesive and accurate documentation

• Must have experience with FIX, software configuration, Linux and shell scripting
• 5 - 7 years client support experience
• Experience supporting European financial services infrastructure
• Solid working relationships with exchanges and vendors
• Knowledge of networking concepts and trouble-shooting skills required
• Basic knowledge of equities trading; Knowledge of options and futures a plus
• Sound judgment and problem-solving skills
• Ability to effectively diagnose and communicate to clients requirements and deliverables needed for successful resolution
• Strong relationship skills and ability to work effectively with internal and external clients
• Must be self-motivated and proactive
• Excellent verbal and written communications skills
• Strong detail-orientation and excellent follow-up
• BA/BS preferred in Computer Science, Information Technology, Engineering, Finance, Business or related degree. MS a plus