Support Lead, Trading Platforms

Job Description

Job Description

Valstro is seeking a Support Lead, Trading Platforms to own support for our next-generation sell-side Order Management System (OMS). This role sits at the intersection of trading, technology, and client service.

You will be responsible for supporting mission-critical trading workflows used by broker-dealers and capital markets firms. Success in this role requires strong problem-solving skills, the ability to operate calmly during production incidents, and an interest in trading systems and capital markets.

This is not a traditional IT help desk or desktop support position. We are looking for someone who wants to work with trading platforms operating in production environments and enjoys working directly with traders, operations teams, technology teams, and client stakeholders.

As Valstro's first dedicated support hire, you will play a critical role in building trust with clients, ensuring platform reliability, and helping shape how support operates as the company scales.

Key Responsibilities:Trading Platform Support

• Act as the primary point of contact for production issues impacting client trading workflows.
• Investigate order lifecycle, routing, execution, allocation, and position-related issues.
• Analyze system behavior across OMS, market connectivity, reference data, and downstream workflows.
• Coordinate resolution of market-impacting incidents while maintaining clear communication with clients and internal stakeholders.

Frontline Support & Triage

• Monitor inbound support channels and respond to client issues promptly.
• Triage requests based on business impact, severity, urgency, and potential trading risk.
• Gather relevant context, diagnose issues, and drive incidents through to resolution.
• Provide clear, timely updates to clients throughout investigation and resolution.

Escalation Coordination

• Coordinate escalations by engaging the appropriate internal teams, including Engineering, and Platform/SRE, Product.
• Own end-to-end incident management, communication, and resolution.
• Ensure high-quality escalations with sufficient business and technical context.
• Facilitate communication between clients and internal teams during critical incidents.

Support Operations & Continuous Improvement

• Maintain and improve support runbooks, escalation paths, and operational procedures.
• Capture recurring issues and contribute to root-cause analysis and post-incident reviews.
• Identify opportunities to reduce support volume through automation, documentation, and product improvements.
• Help define and maintain support KPIs such as response time, resolution time, incident volume, and client-impacting events.
• Provide regular reporting on trends, recurring issues, operational risks, and improvement opportunities.

Strategy & Growth

• Evaluate, recommend, and implement tools required to operate an effective support function, including ticketing platforms, knowledge management systems, incident management tooling, and CRM integrations.
• Help scale the support function over time by identifying gaps, defining processes, and contributing to hiring plans.
• Build and reinforce a culture of ownership, accountability, customer focus, continuous improvement, and operational excellence.

Requirements

• Experience in customer support, production support, trade support, or a customer-facing operations role.
• Strong organizational skills and the ability to manage multiple priorities in a fast-paced environment.
• Excellent written and verbal communication skills.
• Ability to work cross-functionally and keep stakeholders aligned during high-pressure situations.
• Comfortable learning new technologies, products, and business domains.
• Ability to operate effectively during production incidents and navigate ambiguity.
• Strong analytical and problem-solving skills with a structured approach to troubleshooting.

Preferred Qualifications

• Experience supporting trading platforms, OMS, EMS, execution management, electronic trading, or capital markets technology.
• Understanding of order lifecycle and electronic trading workflows.
• Familiarity with equities, options, fixed income, FX, or derivatives markets.
• Experience working with broker-dealers, institutional trading firms, exchanges, ATSs, or market-making businesses.
• Knowledge of FIX Protocol, market connectivity, order routing, or trading infrastructure.
• Experience with SQL, APIs, log analysis, monitoring platforms and production troubleshooting tools - in particular Grafana (we use Loki, Grafana, Tempo and Mimir) and Sentry.
• Familiarity with incident management, ticketing systems, monitoring and alerting platforms, and operational runbooks.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Flexible Time Off
• Training & Development
• Mondays & Fridays WFH