job description: trading support engineer
company profile:
we are a technology firm in the uk and india focused on the financial services domain. our clients are the world's major fintech players. we seek intelligent, talented, and motivated individuals who are up for a challenge and believe in our vision.
as a company, we are committed to our people's growth, development, and well-being. we are an equal opportunity employer. we value diversity and inclusion and encourage all qualified individuals to apply.
what we offer:
- highly competitive compensation, performance-based bonuses, and comprehensive benefits package.
- exposure to the exciting and fast-paced world of financial trading.
- mentorship and guidance from industry experts.
- opportunities for professional growth and development.
- a collaborative and dynamic work environment.
- free office lunch/dinner and fun activities.
summary
production support engineers ensure that production systems are running smoothly and that users receive assistance with questions or issues throughout the 24 x 7 work week. there will be a one weekend per month work requirement on a rotational basis as a part of this position. production support engineers monitor systems to ensure availability and responsiveness and work closely with developers and quality assurance (qa) personnel to suggest system improvements as well as perform basic quality assurance functions.
essential duties and responsibilities
production support engineers are integral members of the development and delivery team whose responsibilities include:
core responsibilities:
- handle email and phone (help line) requests swiftly and efficiently, apprising clients of the status of issues along the way to resolution. inspire confidence among clients that issues will be resolved to their satisfaction.
- interface with clients' trading, operations, and technology teams and assist users who may be unfamiliar with system functions or are having difficulties with the system.
- troubleshoot problems by assessing situations and consulting, when necessary, with their colleagues and/or with client personnel.
- issue logging / tracking and follow-through until resolution.
- share findings with development and quality assurance teams to ensure that systems fixes get implemented preventing future occurrences.
- document learnings in knowledge bases and supply edits to run books to help others should they encounter similar questions or problems.
- diagnosing client issues by troubleshooting and problem solving.
- diagnose and assist the resolutions of software and/or network issues.
- respond to user inquiries and requests for technical assistance.
- document and track issues and resolutions via support tracking tools.
- support client application outside of trading hours including weekends.
application management:
- respond and investigate client reported issues.
- engage additional teams to assist support in identifying root cause of issue while communicating updates to the client.
user support:
- provide training and support to users on software.
- answer user questions and address concerns.
additional support duties:
- maintain support documents and ensure procedures are up to date and easily accessible.
- monitor system performance and identify potential problems.
technical skills:
- familiarity with operating systems (windows and linux).
- familiarity with fix protocol.
- experience with troubleshooting and problem-solving.
- basic familiarity with navigating linux systems using command line tools to review logs and configuration files.
- basic familiarity with sql queries.
- ability to learn the specifics of operating trading systems, which often requires independent learning.
- assist in testing software to identify potential issues and solutions.
soft skills:
- excellent communication and interpersonal skills.
- ability to work independently and as part of a team.
- strong written and verbal communication skills.
competencies
- work effectively in a fast-paced and demanding environment with troubleshooting complex systems.
- basic understanding of electronic trading and worldwide markets is a plus.
- familiarity with helpdesk procedures and trouble ticket systems.
- ability to perform root-cause analyses and document learnings in the knowledge base.
qualifications
- minimum 2 years' professional experience
education and/or experience
- bachelor's degree in computer science from a premier institution
