About ION
We are a Software Product Company with a global footprint in the FinTech sector. With more than 10,000 professionals across 40+ offices worldwide, we provide solutions combining trading and workflow automation, market data, and advanced business intelligence.
Role Overview
The Support Engineer / Service Specialist plays a key role in the delivery, support, and maintenance of software services, acting as a primary point of contact for customers on both technical and functional matters.
As part of the Service Management Team, you will be responsible for investigating issues, restoring services, coordinating with internal teams, and ensuring customers are kept informed throughout incident resolution. The role contributes directly to service reliability, customer satisfaction, and the continuous improvement of hosted environments.
Key Responsibilities
Provide technical and functional support to customers via phone, email, and case management systems
Investigate incidents, track resolution progress, and communicate timely updates to customers
Lead or support service restoration activities following software or infrastructure failures
Perform application and system checks to proactively identify and resolve issues
Build and maintain strong knowledge of supported applications, including database structures and configurations
Collaborate with Development, Operations, Security teams, and third‑party vendors to resolve issues
Support testing of new or changed products and services
Assist with service releases and deployments
Contribute to IT security and cybersecurity activities, supporting risk mitigation and recovery efforts
Your skills, experience, and qualifications
Degree in Computer Science, Computer Engineering, or a related technical discipline
Strong analytical and problem‑solving skills, with a proactive and structured approach
Good working knowledge of Linux / Unix systems and command‑line environments
Solid knowledge of SQL and PL/SQL
Familiarity with IT security and cybersecurity best practices
Ability to troubleshoot complex issues logically, even under pressure
Experience in the financial industry is a plus
Effective skills in English (B2 minimum) and Italian
Professional, customer‑focused mindset with strong time‑management skills
Comfortable working in a shift‑based support environment, including weekends
Valid EU work permit
Pursuant to Italian Law (L.68/99), candidates registered on the disability list will be given priority. Only candidates meeting the selection criteria will be contacted. Please apply only if you currently hold full legal right to work in Italy.
