Pico
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 and Tokyo.
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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.
Purpose of the role
Pico’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.
Responsibilities and duties (include but not limited to)
- Continuously monitor and respond to incoming events, incidents, and service requests in line with agreed operational procedures.
- Acknowledge, prioritise, and resolve client incidents and service requests within agreed Operational Level Agreements (OLAs).
- Ensure all incidents and requests are appropriately recorded within Pico’s CRM system.
- Appropriately triage all incoming issues (network/systems/application) and perform deep initial diagnostics.
- Act as a primary technical authority within the Pico Level 1 Team and lead real-time incident triage across network, platform and connectivity domains.
- Provide clear technical direction to Level 1 peers during active incidents.
- Function as a bridge between frontline operations and the Level 2/Engineering Teams.
- Interface with clients, vendors, market participants, and financial exchanges.
- Manage formal communications to clients.
- Generate statistics on issues raised, resolved, time to resolution and other Key Performance Indicators.
- In fulfillment of the role, work as part of a global team that provides 24x7 Level 1 Support coverage on a rotation basis.
Education, Skills and Background (incl. Education and Experience Requirements)
- 7+ years of experience in a similar customer-facing role.
- Third Level Degree or diploma in Computer Science, Computer Engineering or a related discipline.
- Strong working knowledge of Linux/Unix systems (processes, logs, networking stack, basic shell usage).
- Experience with network packet analysis (e.g. Wireshark, tcpdump) to diagnose connectivity and performance issues.
- Understanding of TCP/IP stack behaviour and common failure scenarios (latency, packet loss, retransmissions).
- Familiarity with DNS, DHCP, NTP, and HTTP/S protocols and how they fail in real-world environments.
- An understanding of server-side troubleshooting (CPU, memory, disk I/O, network bottlenecks).
- Experience in operating in high pressure, low latency or mission critical environments is required. Comfortable being most senior technical presence in early-stage incidents.
- Experience with monitoring and observability tools.
- Excellent verbal and written English-language communication skills to effectively manage the customer relationship.
- Strong process discipline with a working knowledge of Salesforce or other CRM system.
- Ability to work constructively together as part of a team, sharing ideas and resources.
Desirable Skills
- Telecommunications carrier experience.
- Experience in a financial industry support role preferred.
- ITIL certification.
- Understanding of Financial Markets (Equity, Futures, Options).
Attributes
- Organized, methodical and detail oriented.
- Motivated and committed to excellence.
- High ownership mindset – ticket owner vs handler.
- Bias towards action and resolution.
- Continuous improvement mentality.
- Good interpersonal skills, especially with clients.
- Ability to proactively engage the required resources to ensure the client expectation is exceeded in a timely manner.
- Results oriented, dedicated and ability to work on own initiative and as team player.
- Attention to detail and ability to deliver to tight deadlines.
- Can quickly grasp and learn new technologies.
- Ability to remain calm and professional while dealing with client related issues.
- Ability to clearly explain complex technological concepts to a non-technical audience.
Working Arrangements
This 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).
The 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.
IMPORTANT DATA PRIVACY INFORMATION:
This position is available with PICO TECHNOLOGY INDIA PRIVATE LIMITED. The controller of your personal data will be PICO TECHNOLOGY INDIA PRIVATE LIMITED
For 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.
Be a part of Pico Family
Pico 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.
Ready to apply?
Apply to Pico
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.
Purpose of the role
Pico’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.
Responsibilities and duties (include but not limited to)
- Continuously monitor and respond to incoming events, incidents, and service requests in line with agreed operational procedures.
- Acknowledge, prioritise, and resolve client incidents and service requests within agreed Operational Level Agreements (OLAs).
- Ensure all incidents and requests are appropriately recorded within Pico’s CRM system.
- Appropriately triage all incoming issues (network/systems/application) and perform deep initial diagnostics.
- Act as a primary technical authority within the Pico Level 1 Team and lead real-time incident triage across network, platform and connectivity domains.
- Provide clear technical direction to Level 1 peers during active incidents.
- Function as a bridge between frontline operations and the Level 2/Engineering Teams.
- Interface with clients, vendors, market participants, and financial exchanges.
- Manage formal communications to clients.
- Generate statistics on issues raised, resolved, time to resolution and other Key Performance Indicators.
- In fulfillment of the role, work as part of a global team that provides 24x7 Level 1 Support coverage on a rotation basis.
Education, Skills and Background (incl. Education and Experience Requirements)
- 7+ years of experience in a similar customer-facing role.
- Third Level Degree or diploma in Computer Science, Computer Engineering or a related discipline.
- Strong working knowledge of Linux/Unix systems (processes, logs, networking stack, basic shell usage).
- Experience with network packet analysis (e.g. Wireshark, tcpdump) to diagnose connectivity and performance issues.
- Understanding of TCP/IP stack behaviour and common failure scenarios (latency, packet loss, retransmissions).
- Familiarity with DNS, DHCP, NTP, and HTTP/S protocols and how they fail in real-world environments.
- An understanding of server-side troubleshooting (CPU, memory, disk I/O, network bottlenecks).
- Experience in operating in high pressure, low latency or mission critical environments is required. Comfortable being most senior technical presence in early-stage incidents.
- Experience with monitoring and observability tools.
- Excellent verbal and written English-language communication skills to effectively manage the customer relationship.
- Strong process discipline with a working knowledge of Salesforce or other CRM system.
- Ability to work constructively together as part of a team, sharing ideas and resources.
Desirable Skills
- Telecommunications carrier experience.
- Experience in a financial industry support role preferred.
- ITIL certification.
- Understanding of Financial Markets (Equity, Futures, Options).
Attributes
- Organized, methodical and detail oriented.
- Motivated and committed to excellence.
- High ownership mindset – ticket owner vs handler.
- Bias towards action and resolution.
- Continuous improvement mentality.
- Good interpersonal skills, especially with clients.
- Ability to proactively engage the required resources to ensure the client expectation is exceeded in a timely manner.
- Results oriented, dedicated and ability to work on own initiative and as team player.
- Attention to detail and ability to deliver to tight deadlines.
- Can quickly grasp and learn new technologies.
- Ability to remain calm and professional while dealing with client related issues.
- Ability to clearly explain complex technological concepts to a non-technical audience.
Working Arrangements
This 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).
The 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.
IMPORTANT DATA PRIVACY INFORMATION:
This position is available with PICO TECHNOLOGY INDIA PRIVATE LIMITED. The controller of your personal data will be PICO TECHNOLOGY INDIA PRIVATE LIMITED
For 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.
Be a part of Pico Family
Pico 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.
Ready to apply?
Apply to Pico
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.
Purpose of the role
Pico’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.
Responsibilities and duties (include but not limited to)
- Continuously monitor and respond to incoming events, incidents, and service requests in line with agreed operational procedures.
- Acknowledge, prioritise, and resolve client incidents and service requests within agreed Operational Level Agreements (OLAs).
- Ensure all incidents and requests are appropriately recorded within Pico’s CRM system.
- Appropriately triage all incoming issues (network/systems/application) and perform deep initial diagnostics.
- Act as a primary technical authority within the Pico Level 1 Team and lead real-time incident triage across network, platform and connectivity domains.
- Provide clear technical direction to Level 1 peers during active incidents.
- Function as a bridge between frontline operations and the Level 2/Engineering Teams.
- Interface with clients, vendors, market participants, and financial exchanges.
- Manage formal communications to clients.
- Generate statistics on issues raised, resolved, time to resolution and other Key Performance Indicators.
- In fulfillment of the role, work as part of a global team that provides 24x7 Level 1 Support coverage on a rotation basis.
Education, Skills and Background (incl. Education and Experience Requirements)
- 7+ years of experience in a similar customer-facing role.
- Third Level Degree or diploma in Computer Science, Computer Engineering or a related discipline.
- Strong working knowledge of Linux/Unix systems (processes, logs, networking stack, basic shell usage).
- Experience with network packet analysis (e.g. Wireshark, tcpdump) to diagnose connectivity and performance issues.
- Understanding of TCP/IP stack behaviour and common failure scenarios (latency, packet loss, retransmissions).
- Familiarity with DNS, DHCP, NTP, and HTTP/S protocols and how they fail in real-world environments.
- An understanding of server-side troubleshooting (CPU, memory, disk I/O, network bottlenecks).
- Experience in operating in high pressure, low latency or mission critical environments is required. Comfortable being most senior technical presence in early-stage incidents.
- Experience with monitoring and observability tools.
- Excellent verbal and written English-language communication skills to effectively manage the customer relationship.
- Strong process discipline with a working knowledge of Salesforce or other CRM system.
- Ability to work constructively together as part of a team, sharing ideas and resources.
Desirable Skills
- Telecommunications carrier experience.
- Experience in a financial industry support role preferred.
- ITIL certification.
- Understanding of Financial Markets (Equity, Futures, Options).
Attributes
- Organized, methodical and detail oriented.
- Motivated and committed to excellence.
- High ownership mindset – ticket owner vs handler.
- Bias towards action and resolution.
- Continuous improvement mentality.
- Good interpersonal skills, especially with clients.
- Ability to proactively engage the required resources to ensure the client expectation is exceeded in a timely manner.
- Results oriented, dedicated and ability to work on own initiative and as team player.
- Attention to detail and ability to deliver to tight deadlines.
- Can quickly grasp and learn new technologies.
- Ability to remain calm and professional while dealing with client related issues.
- Ability to clearly explain complex technological concepts to a non-technical audience.
Working Arrangements
This 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).
The role holder will be expected to work the AMRS shift (20:00 IST to 05:00 IST) and at least 1 day on weekend per week.
IMPORTANT DATA PRIVACY INFORMATION:
This position is available with PICO TECHNOLOGY INDIA PRIVATE LIMITED. The controller of your personal data will be PICO TECHNOLOGY INDIA PRIVATE LIMITED
For 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.
Be a part of Pico Family
Pico 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.
Ready to apply?
Apply to Pico
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.
Purpose of the role:
Pico is looking for a hands-on technical leader to run our Level 1 Operations team supporting Pico’s global low-latency trading network and flagship products and services. You’ll lead a team of sharp Level 1 technical support professionals who handle high-stakes, complex calls for Tier 1 banks, hedge funds, asset managers, and broker-dealers. This is not a typical support role — these are mission-critical environments where seconds matter. You’ll bring real autonomy, urgency, and technical depth to every situation while staying calm under pressure and communicating confidently with senior stakeholders on both the client and internal side.
If you’ve led technical support teams in fintech or come from a telecom/carrier background, have an understanding or networks, with script in Python exposure, and know your way around servers, this is the leadership opportunity you’ve been waiting for.
What You’ll Do
- Lead & Develop the Team - Directly manage, mentor, and grow a team of Level 1 engineers. Set performance standards, run 1:1s, deliver training, and build a high-performing group that delivers exceptional technical support every day.
- Own High-Pressure Incident Escalation - Act as the primary escalation point for all AMRS incidents. Lead client and internal calls, drive rapid resolution, clear communication, and seamless handoffs across APAC, EMEA, and AMRS in our global follow-the-sun model.
- Drive Circuit & Carrier Management - Oversee circuit lifecycle, vendor/carrier escalations, and outage resolution. Your telecom or carrier experience will be a huge advantage when negotiating with providers under pressure.
- Champion Automation & Operational Excellence Continuously - improve monitoring, alerting, and tooling. Collaborate on automation initiatives (Python, APIs, etc.) to eliminate repetitive work, reduce MTTR, cut alert noise, and scale the operation.
- Deliver World-Class Client Communication - Maintain flawless client relationships through clear, professional, updates and presentations. Own CRM accuracy, standardize incident notification frameworks, and ensure every stakeholder feels heard and informed.
- You’ll also contribute to runbooks, process improvements, SLA governance, and audit/compliance deliverables while shaping how we support our most demanding clients.
What You Bring
- Proven leadership experience managing or mentoring Level 1 technical support teams in 24/7 environments
- Strong networking knowledge (TCP/IP, routing, switching, BGP) — telecom/carrier background is highly valued
- Track record of running high-pressure incident bridges with senior client and internal stakeholders
- Excellent verbal and written communication + presentation skills — you don’t shy away from hard conversations
- Experience (or strong interest) in fintech/low-latency trading environments supporting Tier 1 banks, hedge funds, or broker-dealers
- Ability to thrive with autonomy while operating with urgency and ownership
- ITIL, CCNA/CCNP, or Linux certifications
- Hands-on experience with Salesforce, Orion, Device42, or NetBox
Preferred or Desirable
- Solid understanding of servers, operating systems (Linux preferred), and basic scripting/automation (Python or similar)
- Background in financial services or low-latency trading infrastructure
Why You’ll Love This Role at Pico
- Lead a critical function that directly impacts some of the world’s largest trading organizations
- High visibility and real autonomy — you’ll shape tooling, automation strategy, and operational standards
- Work in a fast-moving fintech environment where your ideas move quickly from concept to reality
- Global exposure and collaboration across regions with a true focus on work-life balance supported by our follow-the-sun model
Working Arrangements
This is a hybrid position with weekly time in the office with the flexibility of working from home. There will be a requirement to work weekends on a rotational basis. Though 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, USA and APAC).
IMPORTANT DATA PRIVACY INFORMATION:
This position is available with Pico Services Inc. The controller of your personal data will be Pico Services Inc.
For 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.
Full compensation packages are based on candidate experience and relevant certification.
Be a part of Pico Family
Pico 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.
Ready to apply?
Apply to Pico