Application Support Engineer

Application Support Engineer – Trading & Portfolio Management Applications

We’re on the lookout for an Application Support Engineer to join our team in a fast-growing company environment. While collaboration is key, you'll primarily work independently to support and maintain trading and portfolio management applications. As the go-to person for ensuring top-notch customer satisfaction, you’ll provide technical support for mission-critical applications used in research, portfolio management, and trading operations.

Key Responsibilities:

Develop and maintain in-depth knowledge of trading, research, and portfolio management applications to assist users effectively.

Support and troubleshoot real-time trading systems, addressing complex queries about application functions and usage.

Manage user expectations and ensure high satisfaction with our products.

Maintain professionalism and respect in all interactions with users.

Advocate for users’ needs by working closely with Project Management and Development teams.

Collaborate with Quality Assurance to resolve customer-reported bugs.

Escalate unresolved issues promptly to ensure seamless trading operations.

Stay updated on Support Policies and Procedures.

Participate in on-call production support rotations, which may include off-hours shifts.

Identify and document missing production-support processes, creating new ones with input from development and business teams using support wikis.

Troubleshoot issues such as missing trade inputs, latency-related problems, and order execution failures by analyzing stack traces, system logs, and debugging code.

Address resource issues such as database performance problems and connectivity issues with trading platforms.

Collaborate across teams to diagnose and resolve complex system failures affecting trade execution and market data flows.

Apply technical skills like log analysis, systems performance analysis, and database analysis to ensure seamless trading operations.

Communicate with stakeholders, including traders, portfolio managers, and developers, to provide timely updates on issue resolution.

Contribute to system and process documentation, including incident reports and best practices.

Document root causes of problems and work with teams to implement proactive improvements.

Participate in strategic projects aimed at improving trading system reliability and operational efficiency.

Requirements:

Bachelor’s degree in Informatics & Computing, Software Engineering, Finance, or a related field.

Minimum of two years’ experience in directly supporting software applications within the financial industry, with exposure to trading applications.

Strong understanding of Equities, Futures, FX, or Fixed Income markets and their trading workflows.

Prior experience supporting client-server or web-based trading platforms.

Knowledge of FIX protocol, market data feeds, OMS/EMS platforms, or algorithmic trading systems is a plus.

Strong troubleshooting skills and experience in a customer-facing, high-pressure trading environment.

Ability to work independently and as part of a small team.

Some programming experience in Python, Java, or SQL is preferred.

Willingness to work staggered support shifts, including potential early market hours or late trading hours.

Excellent communication skills, both written and verbal, with the ability to interact effectively with traders, developers, and business users.

This role offers an exciting opportunity to support high-impact trading applications in a dynamic financial environment. If you’re passionate about technology and the markets, we’d love to hear from you!