London or New York

The opportunity

My client is a leading financial technology provider supplying trading and liquidity infrastructure to a broad client base, from large institutions to retail-focused brokers and their end clients. They are hiring an Application Support Engineer to join their customer-facing support and onboarding team.

You will be the first point of contact for clients on operational and technical issues, and will play a hands-on role in onboarding new clients, from initial setup through to go-live and ongoing support. You will adapt your approach to each client type: in-depth technical engagement with institutional desks, and clear, accessible guidance for retail-facing clients. It suits someone who enjoys problem-solving in a fast-moving trading environment.

Key responsibilities

1. Deliver customer support in line with agreed SLAs via email, phone and live chat, across both institutional and retail client segments
2. Support and onboard new institutional and retail clients, guiding them through implementation, configuration, testing and go-live
3. Act as technical first responder, triaging issues across network, OS and application layers, and prioritising and escalating by severity
4. Analyse logs, FIX messages and other primary sources to identify the root cause of trading and quoting issues
5. Work with clients to configure their setup, including liquidity provider details, order routing, trading platform connectivity and prime broker give-up arrangements
6. Manage upgrades and migrations of the platform and related software, carrying out full system check-outs on completion
7. Tailor communication and documentation to the client’s technical level, from experienced institutional connectivity teams to retail-focused users
8. Build subject matter expertise and act as the team’s go-to person

Skills and experience

Essential

1. 2-5 years’ experience supporting clients in financial services
2. Experience supporting or onboarding clients, ideally across both institutional and retail segments
3. Working understanding of the FIX protocol
4. Basic knowledge of TCP/IP and networking
5. Basic SQL (PostgreSQL, MySQL)
6. Power-user level proficiency with Microsoft Windows
7. Excellent verbal and written communication, with strong attention to detail
8. Able to manage several client conversations at once and make sound decisions under pressure

Personal attributes

1. Confident adjusting tone and technical depth to suit very different audiences
2. Keen to learn new tools and skills
3. Resilient, and enthusiastic about taking on tough challenges

Why this role?

1. Hands-on exposure to institutional trading infrastructure
2. A varied client base, giving you experience across both institutional and retail markets
3. Ownership of the client journey from onboarding through to live support, with clear routes to specialise
4. Hybrid working
5. Office Lunches provided