On behalf of my client, we are looking for an Application Support Engineer. The role involves supporting customer operations, managing client implementations, and providing application support via phone, email, and live chat.

The position includes weekend work in coordination with the Monday–Friday support team, with a typical schedule of one weekend day plus four weekdays. During an initial 8-week training period, work will be Monday to Friday.

Job Responsibilities

• Provide customer support in accordance with company SLAs via email, phone, or live chat.
• Act as a technical first responder.  Triage technical issues across multiple infrastructure levels (network, OS, application). Prioritize and escalate issues according to the severity and details of each case.
• Analyze logs, FIX messages, and other primary sources to determine the root cause of trading and quoting issues.
• Manage upgrades and migrations for company’s and related application software. Perform system check-out after the process is completed.
• Develop subject matter expertise and be an ambassador of digital asset knowledge within the team.
• Work with clients to appropriately configure each aspect of their company’s application, including liquidity provider details, order routing configuration, trading platform connectivity, and prime broker give-up arrangements. 

Job Requirements

• Excellent verbal and written communication skills and high attention to detail.
• Ability to process multiple client communication streams and make high-quality decisions under pressure.
• Desire and ability to learn new skills and tools, and enthusiastically take on new opportunities and tough challenges.
• High proficiency level (power user) with Microsoft Windows OS.
• 2 – 5 yr experience supporting clients in the financial services industry.
• Has demonstrated proficiency with investigations related to trade execution and market data distribution processes and lifecycles.
• Understanding of FIX protocol.
• MetaTrader 4/5 application knowledge is preferred/desired.
• Basic knowledge of TCP/IP and Networking.
• Basic knowledge of SQL (PGSQL, MYSQL).