{"id":735449,"url":"https://alion.io/job/picoquantitativetrading-senior-level-1-support-technician","title":"Senior Level 1 Support Technician","company":{"id":685118,"name":"Pico","domain":"picoquantitativetrading.com","url":"https://alion.io/company/picoquantitativetrading","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"A","score":95,"open_postings":33,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":99,"computed_at":"2026-10-27T05:46:45Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Pune, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":11000,"max_usd":26000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":8},"experience_years_min":7,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"Linux","optional":false},{"name":"TCP/IP","optional":false},{"name":"Tcpdump","optional":false},{"name":"Unix","optional":false},{"name":"Wireshark","optional":false},{"name":"ITIL","optional":true}],"status":"closed","first_seen_at":"2026-05-06T12:35:13Z","employer_posted_date":"2026-05-06","last_verified_at":"2026-10-26T14:13:26Z","board_verified":false,"closed_at":"2026-10-26T14:13:26Z","days_open":173,"trust":{"level":"ok","repost_count":0,"flags":[],"days_open":172},"description":"Pico fuels the global capital markets community by providing exceptional market data services and customized managed infrastructure solutions. As financial industry experts at the center of markets and technology, we help our clients efficiently scale their business and quickly access markets. From infrastructure to connectivity, we support our clients through the full trading lifecycle. We are a global company headquartered in New York, with offices in Chicago, London, Singapore, Hong Kong and Tokyo.\nPurpose of the role \nPico’s Level 1 Support Team provide critical front-line support across all aspects of Pico’s infrastructure. Working as a global team, the Level 1 Support team are responsible for the pro-active monitoring of Pico’s infrastructure, performing initial triage of alerts and inbound support requests, and the creation and assignment of support cases into the Level 2 operational support teams. This is a client facing role with a high-level of client interaction and the individual will be responsible for delivering a high quality of service and support to Pico’s clients. Besides your day-to-day activities, there will also be the opportunity to be involved with internal projects and initiatives. \nResponsibilities and duties (include but not limited to) \nContinuously monitor and respond to incoming events, incidents, and service requests in line with agreed operational procedures. \nAcknowledge, prioritise, and resolve client incidents and service requests within agreed Operational Level Agreements (OLAs). \nEnsure all incidents and requests are appropriately recorded within Pico’s CRM system. \nAppropriately triage all incoming issues (network/systems/application) and perform deep initial diagnostics. \nAct as a primary technical authority within the Pico Level 1 Team and lead real-time incident triage across network, platform and connectivity domains. \nProvide clear technical direction to Level 1 peers during active incidents. \nFunction as a bridge between frontline operations and the Level 2/Engineering Teams. \nInterface with clients, vendors, market participants, and financial exchanges. \nManage formal communications to clients. \nGenerate statistics on issues raised, resolved, time to resolution and other Key Performance Indicators. \nIn fulfillment of the role, work as part of a global team that provides 24x7 Level 1 Support coverage on a rotation basis. \nEducation, Skills and Background (incl. Education and Experience Requirements) \n7+ years of experience in a similar customer-facing role. \nThird Level Degree or diploma in Computer Science, Computer Engineering or a related discipline. \nStrong working knowledge of Linux/Unix systems (processes, logs, networking stack, basic shell usage). \nExperience with network packet analysis (e.g. Wireshark, tcpdump) to diagnose connectivity and performance issues. \nUnderstanding of TCP/IP stack behaviour and common failure scenarios (latency, packet loss, retransmissions). \nFamiliarity with DNS, DHCP, NTP, and HTTP/S protocols and how they fail in real-world environments. \nAn understanding of server-side troubleshooting (CPU, memory, disk I/O, network bottlenecks). \nExperience in operating in high pressure, low latency or mission critical environments is required. Comfortable being most senior technical presence in early-stage incidents. \nExperience with monitoring and observability tools. \nExcellent verbal and written English-language communication skills to effectively manage the customer relationship. \nStrong process discipline with a working knowledge of Salesforce or other CRM system. \nAbility to work constructively together as part of a team, sharing ideas and resources. \nDesirable Skills \nTelecommunications carrier experience. \nExperience in a financial industry support role preferred. \nITIL certification. \nUnderstanding of Financial Markets (Equity, Futures, Options). \nAttributes \nOrganized, methodical and detail oriented. \nMotivated and committed to excellence. \nHigh ownership mindset - ticket owner vs handler. \nBias towards action and resolution. \nContinuous improvement mentality. \nGood interpersonal skills, especially with clients. \nAbility to proactively engage the required resources to ensure the client expectation is exceeded in a timely manner. \nResults oriented, dedicated and ability to work on own initiative and as team player. \nAttention to detail and ability to deliver to tight deadlines. \nCan quickly grasp and learn new technologies. \nAbility to remain calm and professional while dealing with client related issues. \nAbility to clearly explain complex technological concepts to a non-technical audience. \nWorking Arrangements\nThis is an office-based position, although travel may be required from time to time, it is not expected to be regular or frequent. The role holder will be expected to work whatever hours are necessary for the performance of this role (recognizing that it involves multiple jurisdictions/geographies including but not limited to EMEA, AMRS and APAC). \nThe role holder will be expected to work the APAC shift (04:30 IST to 13:30 IST) and at least 1 day on weekend per week. \nIMPORTANT DATA PRIVACY INFORMATION: \nThis position is available with PICO TECHNOLOGY INDIA PRIVATE LIMITED. The controller of your personal data will be PICO TECHNOLOGY INDIA PRIVATE LIMITED \nFor further information on what personal data we collect, how we will process your personal data and your rights with respect to your personal data please read our Pico Job Candidate Privacy Notice, View Here.\nBe a part of Pico Family\nPico is an equal opportunity employer. Pico does not discriminate on the basis of a candidate's age, race, gender, color, religion, sexual orientation, physical or mental disability, or other non-merit factors. All employment decisions at Pico are based on business needs, job requirements and qualifications. If you require any assistance or accommodations to be made for the recruitment process, please inform us when you submit your online application.","description_format":"text","description_chars":6032,"description_truncated":false,"requirements":{"experience_years_min":7,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":["Equity"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["IT Consulting & Digital Transformation","Financial Data & Market Intelligence"],"lifecycle":[{"event":"open","at":"2026-09-11T10:56:34Z"},{"event":"close","at":"2026-10-26T14:13:26Z"}],"visa":[],"liveness":null,"pay":null,"html_url":"https://alion.io/job/picoquantitativetrading-senior-level-1-support-technician","json_url":"https://alion.io/job/picoquantitativetrading-senior-level-1-support-technician.json","meta":{"generated_at":"2026-10-27T15:43:08Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":4690,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-28T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":685118},"rest":"https://alion.io/mcp/rest/get_company?id=685118"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fpicoquantitativetrading-senior-level-1-support-technician"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fpicoquantitativetrading-senior-level-1-support-technician"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fpicoquantitativetrading-senior-level-1-support-technician"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/picoquantitativetrading-senior-level-1-support-technician\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fpicoquantitativetrading-senior-level-1-support-technician"}]}