Technical Support Manager, Symphony
$120-140k
+ Bonus plan
Connecting financial markets workflows
Be an early applicant
Connecting financial markets workflows
501-1000 employees
Be an early applicant
$120-140k
+ Bonus plan
501-1000 employees
Company mission
To offer a compliant and secure platform for financial professionals to collaborate and innovate together.
Role
Who you are
- Symphony is seeking an experienced and highly organised Technical Support Manager to lead our New York based L2/L3 Support team
- The role requires strong customer focus, hands-on leadership, and the ability to collaborate across global support, product, and engineering teams
- 10+ years experience in technical support with at least 3+ years in a management position
- Demonstrated success in leading customer-facing technical support teams in fast-paced, SLA-driven environments
- Excellent communication and interpersonal skills with confidence in client and executive interactions
- Strong organisational and time management skills with the ability to manage multiple priorities
- Strong troubleshooting background with working knowledge of Windows OS, networking fundamentals (IP, DNS, VPN), SaaS platforms, and support tools (Zendesk, Jira)
- Experience with VoIP/SIP technologies, cloud PBX systems, or trader voice platforms strongly preferred
- Understanding of SAML/SSO concepts and identity management
- Working knowledge of AI/ML concepts, with the ability to lead teams in adopting AI-powered tools and solutions, is highly desirable
What the job involves
- This leadership role is responsible for managing day-to-day operations of a team of Technical Support Engineers, ensuring exceptional service delivery to our financial services clients while driving operational excellence and continuous improvement
- You will oversee a team providing second and third line support for Symphony Messaging and Voice (Cloud9) services, including administration, troubleshooting complex issues, and escalation management
- Team Leadership & Development: Lead, mentor, and coach Technical Support Engineers, fostering a high-performance culture and ensuring adherence to SLAs and best practices
- Operational Oversight: Manage support queues in Zendesk, monitor workloads, and ensure efficient triage and resolution of issues across Symphony services, including messaging services, trader voice applications and hardware
- Escalation Management: Oversee escalation to L3, engineering teams, ensuring issues are well-documented, communicated clearly, and resolved in a timely manner
- Process & Quality Improvement: Implement standard operating procedures, conduct ticket reviews, and drive initiatives to enhance customer experience, reduce backlog, and improve response and resolution times
- Stakeholder Collaboration: Act as the primary point of contact for product, engineering, and senior leadership regarding support performance, incident trends, and client-impacting issues
- Reporting & Metrics: Track, analyse, and present key support metrics (e.g. response times, resolution rates, backlog levels, CSAT) to senior management
- Training & Onboarding: Develop training content and oversee onboarding of new support engineers, ensuring consistent knowledge and high service standards
Our take
Symphony offers an end-to-end encrypted platform that helps to combat fraud and data leakage. It safeguards both external and internal business transactions, helping to build trust between organizations.
Symphony originally operated a service akin to Zoom, with the capacity to support data-sharing and multi-person meetings. It then expanded into workflow solutions, enabling teams to easily and securely communicate and share financial content.
As more companies and individuals turn to digital financing, this product is timely. And, by making the focus of its software its security features, the company hopes to appeal to other markets that require highly secure communication options, such as legal and medical.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
1% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Dec 2020
$50m
SERIES E
Jun 2019
$165m
SERIES E
Total funding: $511m
Company benefits
- Bonus plan
- Regional specific benefits
- Build your own Benefits (BYOB) perk
- Many other fun and exciting benefits and activities!
Company HQ
Midtown East, New York, NY
Leadership
David Gurle
(Founder & Board Member)Former CEO of the company, and serial entrepreneur - founding businesses such as Perzo, Quest Partners and hivenet.
Salary benchmarks
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