On behalf of our client a Fintech business we are seeking application support engineers in New York to assist in their growth.
Job Description:
The Application Support Engineer position supports customer-facing operations by responding to operational and business issues. This position is responsible for planning, deploying, and supporting client implementations of the clients products.
This position will be responsible for the planning and execution of weekend activities in coordination with existing Monday to Friday support team. This work will include carrying out upgrades and migrations for the application software, processing client service requests, and providing application support to clients over the phone, email, and live chat.
The successful applicant for the Application Support Engineer position will be required to work full-time hours spread across set days during the usual business week and weekend. The typical schedule will be Saturday or Sunday plus four weekdays. This is subject to an initial training period of 8 weeks from the commencement date where all work will be performed from Monday to Friday.
Specific Duties:
- 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 the business 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 application, including liquidity provider details, order routing configuration, trading platform connectivity, and prime broker give-up arrangements.
Required Skills:
- 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.
- Understanding of FIX protocol.
- Basic knowledge of TCP/IP and Networking.
- Basic knowledge of SQL (PGSQL, MYSQL).