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Pico is a global financial services infrastructure company headquartered in New York, with offices across Chicago, London, Singapore, Hong Kong, and Tokyo. The company provides market data services and managed infrastructure solutions to the capital markets community.
As a Level 2 Technical Support Engineer, you will serve as a technical champion for Pico's enterprise customers, handling complex technical inquiries and performing root cause analysis in mission-critical environments. This role emphasizes issue prevention alongside resolution, requiring you to partner closely with customers and escalate deep product issues to engineering teams.
Key responsibilities include:
- Providing escalation-level technical support to a global customer base
- Performing complex troubleshooting and root cause analysis
- Interfacing with engineering on product issues
- Contributing to support tools, knowledge management, and self-service initiatives
- Managing customer relationships with strong technical and professional communication
- Providing on-call support on a scheduled basis
Required qualifications:
- 3+ years of Level 2 technical support experience for enterprise products in mission-critical environments
- Working knowledge of Linux systems, network configuration, and general troubleshooting
- Proven TCP/IP fundamentals and ability to isolate hardware vs. software problems
- Strong process discipline with CRM experience (Salesforce or equivalent)
- Bachelor's degree in Computer Science, Computer Engineering, or related discipline (or equivalent experience)
- Excellent English communication skills, both verbal and written
Desirable skills include hands-on experience with network infrastructure (switches, routers, aggregation taps), financial protocols (FIX), enterprise protocols (VoIP), Cisco CCNA certification, cloud deployment experience (AWS, Azure), and UNIX scripting (Bash, Python, awk, Perl).
This is a hybrid role based in London with weekly office attendance and work-from-home flexibility. Travel may be required occasionally to support EMEA, USA, and APAC jurisdictions. The role involves flexible hours to support global time zones.
