Join our client, a premier financial technology firm that operates a cutting-edge multi-dealer trading platform for structured products. This platform facilitates connections between buy-side and sell-side professionals, enabling seamless trading experiences.

Overview:

We are looking for an Application Support Engineer to join our team to handle client support issues. Manage client support demands end to end, from initiation / communication with the client, analysis of the demand, resolution in partnership with the product and the development team.

You will act as a Level 1/2 interface for clients and banking counterparties connected to the firm and will be a trusted partner, representing the firm in front of clients.

Numerous cross-domain projects will allow you to grow and gain experience on scripting, system administration and other DevOps practices.

You will get hands-on experience with an industry leading financial technology company and work with a dynamic team across multiple industries.

Responsibilities :

• Be the first point of contact with Buy-Side and Sell-Side clients

• Take ownership of support queries until resolution, ensuring professional communication with the client and that SLA is met.

• Identify and troubleshoot incidents to ensure prompt system recovery.

• Create and follow up on tickets in collaboration with client product and technical teams

• Actively monitor the client platform, leveraging and improving existing log collection and alerting tools.

• Perform and improve morning checks ensuring application stability and reliability before market hours.

Skills

Client Management :

• Experienced in a client facing application support position:

  • Management of client interaction / support cases

  • Problem tracking and resolution

• Excellent verbal and written communications skills are essential (English)

• Strong Client focus

Technical

• Data mining / SQL scripting

• Familiar With Linux environment (command line)

• Experience in supporting connectivity layer (FIX is a plus)

• Experience in using, implementing log collection tools such as ElasticSearch,

• Grafana is preferred

• Good command of system documentation best practices using Atlassian suite

• Good analytical, problem solving and decision making skills