Application Support Specialist

The Opportunity: Technical Client Services Manager We are seeking a high-impact Technical Client Services Manager to join a premier global Fintech firm and a leader in the Foreign Exchange (FX) technology space. 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. Key Responsibilities 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. 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. Your Profile 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. #J-18808-Ljbffr