Customer Support Engineer - AxiomSL Fintech

📍 Job Overview

• Job Title: Customer Support Engineer - AxiomSL Fintech
• Company: Nasdaq
• Location: Lisbon, Portugal
• Job Type: Full-Time, Hybrid (3 days on-site)
• Category: Technical Support, Customer Service
• Date Posted: July 24, 2025
• Experience Level: Intermediate (2-5 years)
• Remote Status: On-site with hybrid flexibility

🚀 Role Summary

• Provide expert-level functional support to external customers using AxiomSL products
• Resolve product issues via case management system or zoom, including replication and analysis in mirrored environments
• Collaborate with cross-functional teams to ensure timely resolution and customer satisfaction

📝 Enhancement Note: This role requires strong technical troubleshooting skills, excellent communication, and the ability to work independently. Familiarity with AxiomSL products is a plus but not required, as training will be provided.

💻 Primary Responsibilities

• Issue Resolution: Troubleshoot and resolve customer issues related to AxiomSL product functionalities, architecture, and infrastructure components within both customer-owned and Nasdaq cloud platforms.
• Case Management: Document incidents and service requests, ensuring compliance with ISO-9001-based SLAs and SLOs, and communicate professionally with customers.
• Collaboration: Work closely with product management, engineering, operations, and other support teams to follow up on issues and their resolution.
• Continuous Learning: Improve personal knowledge of AxiomSL products by passing required certifications.

📝 Enhancement Note: This role involves a high level of issue resolution, requiring strong problem-solving skills and the ability to work under pressure. Prioritization and time management are essential to meet service level agreements.

🎓 Skills & Qualifications

Education: Bachelor's degree in Computer Science, Information Technology, or a related field. Relevant work experience may be considered in lieu of a degree.

Experience: 3 years of experience in troubleshooting Linux and Windows Server OS, web applications, and databases.

Required Skills:

• Linux and Windows Server OS troubleshooting
• Web applications troubleshooting
• SQL (Oracle, PostgreSQL, Microsoft SQL Server, MySQL, or any other DBMS)
• Excellent communication skills (written and verbal English)
• Strong problem-solving skills
• Highly organized and methodical approach with attention to detail and accuracy
• Result- and customer-focused

Preferred Skills:

• Hands-on experience with configuring and troubleshooting scripts (Bash, PowerShell, vbs, .bat)
• Experience with Java-based applications
• Experience with web servers/proxy servers/load balancers (Apache Tomcat, IBM WebSphere, Nginx, F5, etc.)
• Experience with LDAP & SAML/SSO

📝 Enhancement Note: While not explicitly stated, having experience with AxiomSL products or similar financial software would be beneficial but not required, as training will be provided.

📊 Web Portfolio & Project Requirements (N/A for this role)

💵 Compensation & Benefits

Salary Range: €35,000 - €45,000 per year (based on Portuguese market standards for intermediate technical support roles with relevant experience)

Benefits:

• Annual monetary bonus
• Employee Stock Purchase Program (Nasdaq stocks with a discount)
• Health Insurance program
• Additional paid leave days after 2 years of working at Nasdaq
• Flex day program (6 days a year)
• Internal mentorship program
• Opportunities to grow horizontally or vertically in the organization
• Wide selection of online learning resources (e.g., Udemy, O’Reilly)

Working Hours: Full-time, 40 hours per week, with flexible on-site/hybrid work arrangement (3 days on-site)

🎯 Team & Company Context

Company Culture: Nasdaq is an equal opportunity employer that values diversity, inclusion, and work-life balance. They offer a vibrant and entrepreneurial work environment where everyone is encouraged to take initiative, challenge the status quo, and take intelligent risks.

Team Structure: The team consists of experienced technical support engineers who work closely with cross-functional teams, including product management, engineering, and operations. The team follows Agile methodologies for case management and issue resolution.

Development Methodology: The team follows ISO-9001-based service level agreements and internal processes to ensure timely and effective issue resolution. They use a case management system to track and manage customer incidents and service requests.

Company Website: https://www.nasdaq.com/

📝 Enhancement Note: Nasdaq's global presence and commitment to diversity make it an attractive employer for technical professionals seeking international opportunities.

📈 Career & Growth Analysis

Technical Impact: This role has a direct impact on customer satisfaction and the overall success of AxiomSL products. The engineer will be responsible for resolving complex technical issues, ensuring minimal downtime, and maintaining high service quality.

Growth Opportunities:

• Technical Progression: As the engineer gains experience and expertise, they may advance to senior or specialist roles within the technical support team or explore opportunities in other areas of the organization, such as product management or engineering.
• Leadership Development: With strong performance and demonstrated leadership skills, the engineer may have the opportunity to mentor junior team members or take on leadership responsibilities within the team.
• Cross-Functional Collaboration: Working closely with cross-functional teams can provide exposure to different aspects of the business, fostering growth and development in various areas.

📝 Enhancement Note: Nasdaq's global presence and commitment to employee growth make it an attractive employer for technical professionals seeking long-term career development opportunities.

🌐 Work Environment

Office Type: Nasdaq's Lisbon office is a modern, collaborative workspace designed to foster innovation and teamwork. The office features state-of-the-art technology, multiple monitors, and testing devices to support web development and technical support teams.

Office Location(s): Lisbon, Portugal

Workspace Context:

• Collaborative workspace with open-plan offices and dedicated team spaces
• Access to cutting-edge technology and tools to support technical troubleshooting and issue resolution
• Flexible work arrangements, including hybrid and remote work options

Work Schedule: Full-time, 40 hours per week, with flexible on-site/hybrid work arrangement (3 days on-site). The role may require occasional overtime or on-call duties to ensure timely issue resolution.

📝 Enhancement Note: Nasdaq's commitment to work-life balance and flexible work arrangements make it an attractive employer for technical professionals seeking a supportive and inclusive work environment.

📄 Application & Technical Interview Process

Interview Process:

1. Phone/Screen: A brief phone or video call to assess communication skills, problem-solving abilities, and cultural fit.
2. Technical Assessment: A hands-on technical assessment to evaluate troubleshooting skills, database query proficiency, and familiarity with Linux and Windows Server OS.
3. Final Interview: A discussion with the hiring manager or a panel of team members to assess overall fit, motivation, and career aspirations.

Portfolio Review Tips: (N/A for this role)

Technical Challenge Preparation:

• Brush up on Linux and Windows Server OS troubleshooting skills
• Practice writing and optimizing SQL queries for various database management systems
• Familiarize yourself with AxiomSL products and their functionalities (training will be provided)
• Prepare examples of complex technical issues you've resolved in the past and how you approached them

ATS Keywords:

• Customer Support
• Technical Support
• AxiomSL
• Linux
• Windows Server
• Web Applications
• SQL
• Troubleshooting
• Problem-Solving
• Communication
• Bash
• PowerShell
• Java
• Web Servers
• Database
• LDAP
• SAML
• SSO

📝 Enhancement Note: Tailor your resume and cover letter to highlight relevant technical skills and experiences that demonstrate your ability to excel in this role. Use the provided ATS keywords naturally throughout your application materials.

🛠 Technology Stack & Web Infrastructure (N/A for this role)

👥 Team Culture & Values

Customer Support Values:

• Expertise: Demonstrate a deep understanding of AxiomSL products and their functionalities to provide accurate and efficient support to customers.
• Reliability: Ensure timely and consistent issue resolution, meeting or exceeding service level agreements and customer expectations.
• Empathy: Approach customer interactions with empathy and a genuine desire to understand and resolve their issues promptly and professionally.
• Continuous Learning: Stay up-to-date with the latest product developments, features, and best practices to provide informed and effective support to customers.

Collaboration Style:

• Cross-Functional Collaboration: Work closely with product management, engineering, operations, and other support teams to ensure timely issue resolution and customer satisfaction.
• Knowledge Sharing: Contribute to the team's collective knowledge by documenting solutions, sharing best practices, and mentoring junior team members.
• Continuous Improvement: Regularly review and refine processes to improve service quality, efficiency, and customer satisfaction.

📝 Enhancement Note: Nasdaq's customer-centric culture and commitment to continuous improvement make it an attractive employer for technical professionals seeking a supportive and collaborative work environment.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• Resolving complex technical issues related to AxiomSL product functionalities, architecture, and infrastructure components within both customer-owned and Nasdaq cloud platforms.
• Meeting service level agreements and customer expectations for issue resolution and communication.
• Staying up-to-date with the latest product developments, features, and best practices.

Learning & Development Opportunities:

• Technical Skill Development: Enhance your technical skills and expertise through hands-on experience, training, and certifications provided by Nasdaq.
• Conference Attendance & Certification: Attend industry conferences, webinars, and workshops to stay current with the latest trends and best practices in technical support and customer service.
• Mentorship & Leadership Development: Seek mentorship opportunities from senior team members or take on leadership responsibilities within the team to develop your management and communication skills.

📝 Enhancement Note: Nasdaq's commitment to employee growth and development, along with its global presence, makes it an attractive employer for technical professionals seeking long-term career development opportunities.

💡 Interview Preparation

Technical Questions:

• Describe a complex technical issue you've resolved in the past. Walk us through your troubleshooting process, the steps you took to identify and resolve the issue, and the outcome.
• Explain how you would approach resolving an AxiomSL product issue reported by a customer. Describe the steps you would take to replicate, analyze, and resolve the issue in a mirrored environment.
• How do you stay organized and manage your time when working on multiple customer issues simultaneously? Describe your approach to prioritization and time management.

Company & Culture Questions:

• Why are you interested in this role and working at Nasdaq?
• How do you approach working with customers to understand their issues and ensure their satisfaction with the resolution process?
• Describe a time when you had to collaborate with a cross-functional team to resolve a complex technical issue. What was your role, and what was the outcome?

Portfolio Presentation Strategy: (N/A for this role)

📝 Enhancement Note: Prepare for technical questions by brushing up on your troubleshooting skills, familiarizing yourself with AxiomSL products, and practicing your problem-solving and communication skills. For company and culture questions, research Nasdaq's mission, values, and recent projects to demonstrate your understanding of the organization and your fit within the team.

📌 Application Steps

To apply for this Customer Support Engineer - AxiomSL Fintech position:

1. Submit your application through the application link provided in the job listing.
2. Tailor your resume and cover letter to highlight relevant technical skills and experiences, using the provided ATS keywords naturally throughout your application materials.
3. Prepare for the phone or video screen by brushing up on your communication skills, problem-solving abilities, and cultural fit.
4. Practice for the technical assessment by reviewing Linux and Windows Server OS troubleshooting skills, database query proficiency, and AxiomSL product functionalities.
5. Research Nasdaq's mission, values, and recent projects to demonstrate your understanding of the organization and your fit within the team during the final interview.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and technical support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.