Application Support Specialist

Our client operates one of the world’s most sophisticated SaaS trading platforms, and this role is critical to maintaining their 24/7 “follow-the-sun” support model. You will act as the primary technical point of contact for institutional clients, navigating a fast-paced environment that blends high-level engineering troubleshooting with strategic relationship management., * Advanced Technical Support: Provide Tier 1 and Tier 2 support for complex platform inquiries. You will spend significant time in UNIX and Windows environments, utilizing standard utilities to analyze FIX protocol and XML logs to resolve order-flow discrepancies.

• Integration Management: Oversee technical integrations involving pre- and post-trade solutions. Your focus will be on FIX protocols, FTP/SFTP uploads, and ensuring seamless connectivity with proprietary and third-party Order Management Systems (OMS) and risk controls.
• Incident Investigation: Identify and troubleshoot messaging errors and integrated customer workflows by reviewing both server-side and client-side log files.
• Global Collaboration: Partner with international technology teams to resolve bugs (via Jira) and manage cases through Freshdesk. You will facilitate daily cross-functional discussions to ensure technical issues are escalated and resolved efficiently.
• Onboarding & Go-Live: Assist institutional clients with platform configurations, stream mappings, and technical validations to ensure successful execution on day one.
• Knowledge Leadership: Conduct “lessons learned” sessions and maintain comprehensive documentation to drive continuous improvement and technical knowledge transfer across the global team.

Schedule & Environment

• Follow-the-Sun Model: As part of a global 24/7 support structure, this role requires a flexible mindset and occasional weekend availability to ensure continuity across all global time zones.

• Education: Minimum of a Bachelor’s degree in Engineering, Computer Science, or a relevant STEM discipline.
• Technical Proficiency: A strong grasp of fundamental IT concepts, including Java, TCP/IP, macOS/Windows, and web technologies. Expert-level ability in log file analysis and connectivity troubleshooting is essential.
• Domain Expertise: 3-5 years of experience in an Application Support or Production Support role within a Capital Markets, FX, or Treasury environment.
• Product Knowledge: Solid understanding of FX products, specifically Spot, Forwards, and Swaps.
• Communication: Proven ability to translate complex technical concepts for non-technical stakeholders and external clients.
• Systems Experience: Proficiency in CRM platforms and MS Office is expected.