---
title: 'Level 1 Support Technician at Pico'
canonical: 'https://feeny.ai/job/level-1-support-technician-pico-pune-2m242we4b2ta'
type: 'job'
last_seen: '2026-09-08'
---

# Level 1 Support Technician at Pico

- **Company:** Pico
- **Location:** Pune, India
- **Posted:** 2026-08-25
- **Last confirmed live:** 2026-09-08
- **Apply:** https://job-boards.greenhouse.io/picoquantitativetrading/jobs/4707895006

## Job 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.

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](https://go.pico.net/l/128111/2023-05-01/4s49my/128111/1682995105w7mQ7hz0/Pico_Job_Candidate_Privacy_Notice.pdf).

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.

## About Pico

## Company Overview
- **One-liner**: Pico provides mission-critical trading infrastructure, global connectivity, market data, analytics, and software to financial institutions.
- **Entity Type**: Private (Venture-backed; last known funding: Private Equity round in 2022)
- **Headquarters**: New York, New York, United States
- **Founded**: 2009
- **Founders**: Not publicly available

## Core Business
- **Primary Industry**: Financial Services – Trading Infrastructure, Market Data & Analytics
- **Target Customers**: B2B – exchanges, market makers, banks, brokers, asset managers, hedge funds, and quantitative trading firms across the Americas, Europe, and Asia-Pacific
- **Mission or Purpose Statement**: “Data you can trust. Data that moves fast. Data anywhere to anywhere.” (from pico.net)

## Products & Services
- **Global Market Services (PicoNet™)**: Ultra low-latency, fault-tolerant connectivity to over 900 exchange and venue products worldwide, delivered over a private global network with deterministic latency between major financial centers. Includes colocation in 55+ tier‑1 data centers (e.g., NY4, LD4, TY3) and 24/7 managed services.
- **Enterprise Data & Analytics (Corvil)**: Packet-level network capture and observability platform providing nanosecond-resolution latency measurement for every order, SLA proof, and actionable intelligence via REST, Splunk, and Kafka.
- **Data & Trading Execution Software (Redline)**: High-performance, low-latency API for normalized market data and order execution, supporting both software and FPGA‑accelerated deployments across asset classes.
- **Managed Services**: Firms can run Pico infrastructure self-managed or opt for 24/7 managed services via Pico’s global Service Operations Center.

## Market Standing
- **Valuation/Market Cap**: Not disclosed
- **Key Metric**: Total funding of USD 391.4 million (7 rounds); annual revenue estimated at USD 78.2 million (LinkedIn)
- **Notable Investors/Partners**: Golden Gate Capital (lead in 2022 Private Equity round), Intel Capital (lead in 2020 Series C). Other investors include Nokia, IPC Systems, Bank of America Merrill Lynch.
- **Growth Signals**: Headcount of 302 employees (+5.8% YoY). Recent awards: TradingTech Insight Awards Europe 2025 (“Best Time Stamping/Latency Measurement System”) and American Financial Technology Awards 2025 (“Best Data Analytics Provider”). Acquisitions: Corvil (2019) and Redline Trading Solutions (2022). Active job postings increasing (+176.9% yearly).

## Competitive Advantages
- **Proprietary Physical Infrastructure**: Colocation inside 55+ exchange‑adjacent data centers (public clouds cannot offer this).
- **PicoNet™ Private Network**: Deterministic, sub-millisecond latency between major financial hubs.
- **Full-Stack Integration**: Single API for market data, order execution, and packet-level analytics across all asset classes.
- **Hybrid Cloud Flexibility**: Bridge between colocated infrastructure and public cloud workloads.
- **24/7 Managed Services**: Reduces complexity for firms expanding into new asset classes or regions.

## Strategic Focus
- Expand into new asset classes, including digital assets.
- Deepen analytics and observability capabilities (Corvil platform).
- Grow hybrid cloud architectures that combine low-latency colocation with public-cloud flexibility.
- Scale global managed services to reduce operational overhead for clients.

## Why Work Here
- **Culture**: Emphasizes diversity, equity, and inclusion, with employee resource groups such as the Pico Women’s Network. Described as “a team passionate about delighting clients” and “united by a shared passion for technology.”
- **Work Model**: In‑office roles (jobs listed as “In-Office” on Built In). Office locations in all major financial centers (New York, London, Tokyo, Hong Kong, Singapore, etc.).
- **Engineering Focus**: Build and maintain the infrastructure that powers global electronic markets. Technology stack includes low-latency networking, FPGA, real-time analytics, and high‑performance APIs.
- **Perks & Benefits**: Not detailed in search results, but the company offers career growth across multiple departments (engineering, SRE, network operations, product management).

## Sources
1. [pico.net](https://www.pico.net/)
2. [linkedin.com](https://www.linkedin.com/company/picotrading)
3. [builtin.com](https://builtin.com/company/pico-0)
4. [greenhouse.io](http://job-boards.greenhouse.io/picoquantitativetrading)

## Other roles at Pico

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- [Head of Market Services Product Management](https://feeny.ai/job/head-of-market-services-product-management-pico-new-york-9rjbpt3gbvkg) — New York, NY
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