Provide customer onboarding and technical support for LMS hardware/software products, collaborating with FPGA engineers.
Customer Support Engineer
Liquid-Markets-Solutions (LMS), conceptualizes, designs & implements patented & proven industry-leading hardware-based ultra-low-latency and ultra-high-capacity connectivity, market access, risk mitigation, and bespoke solutions for use in financial services and other industries.
Curious about our technology? Take a look at some of our patents:
With locations in Switzerland, Japan, Singapore, and the United States, LMS is emerging as a global player operating on the cutting-edge of technology to deliver the world’s fastest and highest capacity network-edge computing solutions. LMS prides itself on operating an equal-opportunity environment free of discrimination and respectful of heritage, beliefs and lifestyles. We’re technologists first and foremost and love to tinker (whether with FPGA chips, network stack technology, heatsinks, or changing spark plugs in a car). We’re all about working together and solving problems.
To support its growth LMS is seeking talented and motivated software engineers to join our team in Zug (Switzerland) working in close collaboration with our FPGA engineers.
Primary day-to-day duties include: -
d. Provision of ‘Level 1’ first-line support including customer interaction by email, online chat channel, phone, video conferencing, or messaging.
e. Arranging of ‘Level 2’ technical support with LMS FPGA Engineers and, where necessary, escalation to ‘Level 3’ LMS Senior FPGA Engineer technical support.
f. Arranging of ‘Level 4’ non-LMS third-party (Board or Chip Manufacturer) support, as required.
g. Monitoring, logging, and prioritizing customer support interactions and open issues at all levels to ensure customer satisfaction through to resolution.
h. Prepare accurate and timely reports of customer support issues, and resolution, monitoring support performance metrics, suggesting improvement plans, and implementing changes.
d. Creating and maintaining, and updating an internal database of internal and external documentation, manuals, FAQs, troubleshooting, and How-tos, and external useful support resources.
e. Prepare accurate and timely reports of documentation status, updates, and issues.
f. Creating and maintaining, and updating a repository of feature and function change requests from customers and LMS engineers, suggesting prioritization and, where appropriate, suggesting a timeline for implementation
g. Creating and maintaining, and updating a repository of defects, bugs and other issues relating to LMS logic or third-party hardware included in LMS products.
h. Monitoring customer usage of documentation, manuals and support materials and making suggestions to improve the quality of such materials.
Research
a. As requested by either clients or LMS Core Engineers, research topics related to software and hardware issues, and identify and propose potential solutions.
b. Maintain up-to-date knowledge and awareness and communicate same to co-worker(s), of relevant technology including ASIC, FPGA, PCIe, Ethernet, TCP, IP, UDP, and custom Ether Type.
c. Research and maintain an internal database of LMS competitor products, including features, specifications, pricing, and significant variances from LMS products.
d. Assist in the creation of LMS product marketing materials.
Support Infrastructure
a. Assisting in the hiring, onboarding and training of additional support staff in Asia, Europe, and the US.
b. Assisting in the build-out of service & support hubs in Asia-ex Japan, Europe, and the US.
Communication
a. Use agreed-upon tools such as Slack, Gmail, and OneDrive for communication and file storage and management.
Product Design & Development
a. Collaborate with LMS Core Engineers, where appropriate, in discussions on product design and development for existing or new LMS products.
Required Skills: -
• 1 years or more of experience in C and/or C++ programming
• In-depth understanding of current computer systems, particularly memory/cache hierarchy, CPU core, and Linux OSs, and performance tuning.
• Linux programming experience
• Working knowledge of Ethernet (including IP, TCP, UDP) networking experience
Desirable Skills: -
• Familiarity with HLS in RTL programming.
• Familiarity with epoll.
• Use of Linux administration and network tools.
• Programming the Linux/Unix socket API.
• Experience with AMD (ex Solarflare) onload/ef_vi, NVIDIA VMA, or similar mechanisms.
• Working knowledge of scripting languages (Shell, Perl).
• Working knowledge of distributed version-control systems (Git preferred).
If you're passionate about creating exceptional software and thrive in a fast-paced environment, we want to hear from you. To apply, please submit your resume, and a brief covering letter detailing your relevant experience and why you're excited about this opportunity.
Campbell Gunn