Application Support Engineer (FIX Protocol)

1 weekend day, 4 week days shift

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 products.

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 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).