Our client, a multi-bank, multi-asset trading platform for OTC is seeking an experienced Application Support Specialist. The team provides 24x5 1st and 2nd level support, technical client advisory services and acts as the primary point of contact for customers for a wide range of technical and business-related issues.
Your Responsibilities:
Provide first- and second-line support for incoming customer queries via email, phone, or other communication channels related to the platform.
Work actively with UNIX and Windows operating systems and utilize standard UNIX utilities to retrieve and review FIX protocol and XML logs.
Identify and troubleshoot problems associated with client orders, including messaging errors, service log files, integrated customer workflow solutions, and client-side logs where required.
Manage and monitor technical integrations involving pre- and post-trade solutions, with a primary focus on FIX protocols, FTP and SFTP uploads, proprietary and third-party execution platforms, Order Management Systems (OMS), and Pre-Trade Risk controls.
Coordinate scheduling and resource allocation.
Facilitate daily discussions with internal and external technology teams, review pending technical issues, and escalate software bugs using Jira.
Assist with go-live activities to ensure customers are correctly configured and able to execute transactions, including reviewing mappings and stream configurations from a technical perspective.
Manage service desk cases involving business and technical inquiries.
Complete work tickets comprehensively using clear and concise English and coordinate translation where required.
Collaborate closely with global client service teams to provide consistent 24/7 support as part of a follow-the-sun coverage model, including weekend shifts.
Your Profile:
Bachelor's degree or higher in a relevant engineering, technology, or STEM-related discipline. Understanding of fundamental IT concepts, including Java, TCP/IP, macOS, Windows, web technologies, log file analysis, and performance/connectivity troubleshooting.3–4 years of experience in client services, middle office, back office, global markets sales and trading, or an FX/treasury environment.3–5 years of experience in production support or application support.3–4 years of experience with FX products, including swaps, forwards, and spot transactions. Ability to communicate technical and product information effectively to both technical and non-technical audiences. Excellent organizational, communication, leadership, analytical, and problem-solving skills. Proficiency in Microsoft Office; working knowledge of CRM platforms preferred. Strong customer-service orientation and attention to detail. Enthusiastic, self-motivated, team-oriented, and proactive approach. Ability to work effectively within a multifunctional and cross-cultural organization. Strong work ethic and ability to lead by example. Excellent verbal and written communication skills. Base salary range of $95,000–$125,000 USD. Final base salary will be determined based on geographical location, experience, qualifications, and other relevant factors.
