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Product Support Engineer, Toronto

Do you love solving problems? Does it make your day when you help someone? Are you able to not just complete the work, but improve the process so next time is easier?

This is your opportunity to define how a piece of our company works. We’re looking for our product support team. You’ll work with our customer experience team to understand customer issues and you’ll work with engineering teams to root out bugs. You’ll dig into user behaviour, write scripts to automate future investigations, and troubleshoot software issues.

You need to be a person who enjoys solving problems, takes great satisfaction in helping users, and who's always striving to improve how we work, even while handling the day to day. You’ll need great communication skills, immeasurable patience, and technical capability.

We’re a forex broker. Our clients are forex traders.  We don’t require you to have prior experience with forex trading, but this will be an opportunity to learn as you’ll need to understand forex concepts in order to grasp complex customer problems and then effectively communicate solutions.

You’ll have opportunities to demonstrate creativity, initiative and resourcefulness when providing solutions.  You need to be able to work independently, and thrive with guidance rather than direct supervision.

Required Qualifications:

  • 1+ years of  experience in technical support and investigating log files.

  • 3+ years of experience with Linux and common tools like bash scripting, grep, awk, sed

  • Querying databases for information -- you should be comfortable with SQL

  • Writing scripts to automate and simplify your work -- you should be skilled with Python and Java.

  • Help debug client connection issues -- you should be conversant in network topics

  • Understand client performance limitations -- you should be familiar with basic computing concepts like storage, logging, and memory allocation

  • Participate in documentation creation and reviews by collecting, organizing and     maintaining problems and solutions log for use by other technical support analysts.

  • Work with various teams to resolve any issues found.

You’ll also have the communication skills to handle things like:

  • Directly communicating with high value clients, representing the company and being professional, polite, and helpful

  • Empathizing with upset clients and providing a positive experience to retain them as a valued customer

  • Comprehending technical explanations provided by highly technical people and translating those explanations to provide an easily understandable customer friendly version

  • Conversing proficiently about candles, spreads, instruments, order types and other forex trading concepts

We value our people:

  • Monday breakfast, Tuesday pizza dinner, and Wednesday lunch

  • Free coffee, cold drinks, and snacks

  • Advance your career through company-sponsored education and training

  • Attend company hosted events with speakers in our industry

  • Participate in quarterly hack-a-thons where you’re given two weekdays to hack

  • Benefits, RRSP matching, and generous rewards for top performers

OANDA Global Corporation is a diverse and global team with offices around the world. We value the unique skills and experiences each individual brings to OANDA. We are committed to creating and sustaining a collegial work environment in which all individuals are treated with dignity and respect and one which reflects the diversity of the community in which we operate. We provide an inclusive and accessible environment for everyone.

Candidates selected for an interview will be contacted directly. If you require accommodation during the recruitment and selection process, please let us know. We will work with you to provide as seamless a recruitment experience as possible.

 

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