ETRM SaaS Technical Support & Implementation Specialist

Brady; London; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

Brady is seeking an ETRM SaaS Technical Support & Implementation Specialist in London. Join a collaborative team that supports cutting-edge energy trading and risk management software, providing essential support and implementation services to clients across Europe. This role offers a chance to excel in a growing company with significant opportunities for impact.

Benefits

8% pension

5% bonus

Private health insurance

23 days' holiday increasing to 28 days

1/2 day off Christmas Eve & New Year's Eve

Pluralsight licenses for engineering team members

Qualifications

• Experience in an application support role, ideally with a software provider or financial services.
• Excellent communication skills with both customers and internal stakeholders.
• Ability to work in a fast-paced and changing environment.

Responsibilities

• Provide 1st and 2nd line support through telephone and JIRA.
• Contribute to application management services ensuring stable operations.
• Participate in on-call services as required.

Skills

Customer contact

Problem-solving

Understanding of Energy markets

Excellent communication skills

Self-motivated

Tools

JIRA

Microsoft Teams

Webex

Azure

Job description

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ETRM SaaS Technical Support & Implementation Specialist, London

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Client:

Brady

Location:

London, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

a70ec511a2e7

Job Views:

54

Posted:

24.06.2025

Expiry Date:

08.08.2025

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Job Description:

ETRM SaaS Technical Support & Implementation Specialist

London, UK (hybrid)

We're currently hiring for a ETRM SaaS Technical Support & Implementation Specialist to join us at an exciting time for the business. Brady have recently acquired the built-for-cloud ETRM vendor, Igloo Trading Solutions and are scaling the support and services team in our London office.

This role will be part of a small, highly collaborative team supporting Igloo’s next-generation energy trading and risk management software, used by power and gas trading companies across Europe. The ETRM Technical Support & Implementation Specialist will principally be providing 1st an 2nd line support, as well as liaising with key stakeholders ensuring our clients have a fantastic implementation and post-implementation experience.

This is a great opportunity for an experienced technical specialist who hasexisting experience working in either Trading Application support and implementation (particularly within an energy or commodity trading company) or previous experience at a vendor providing application support to energy/commodity traders.

You can make an impact early on in our growth journey as we scale the team and seek to lead the market with a modern ETRM product offering.

Key Accountabilities:

• Contribute to the Application Management services to secure the stable operation of the Brady solution
• Contributing for managing and maintenance of the ASP hosting environment to ensure the stable operation of the Brady solution
• Perform installations, configurations, preventive and regular maintenance of the Brady solutions
• Together with the other Customer Operations Technical Specialists manage the database including database tuning when needed, back up and recovery, capacity planning and the creation of and maintenance of databases
• Support the Brady product development lifecycle from a technical perspective to including the maintenance of the automated upgrade system, application packaging and verification of the installation kit prior to publishing
• Support in the preparation and running of escrow exercises annually to ensure the capability and security of our third-party providers
• Participate in on-call services as per agreed SLA’s, as required
• Be the first point of contact for 1st and 2nd line support via telephone and JIRA.
• Understand Service Level Agreements and provide response within those parameters
• Acknowledge and accurately assign reported issues and escalate appropriately
• Monitor support queues across the portfolio and be pro-active in assigning incoming issues
• Handle all Customer calls and interactions in a professional manner to enhance Brady’s reputation for support
• Customer issue ticket investigations and replication, detailed Customer issue ticket diagnosis, resolution and simulation of client user experiences.
• Interaction with 3rd line Software Engineers to assist in resolving complex issues, accurately documenting details and reproduction steps (where required) – in JIRA
• Insert all relevant issues into the product backlog with all information to assist prioritisation
• Advise and assist in the development and maintenance of user documentation
• Assist the software patch and delivery process
• Provide onsite customer support, including implementation support, as and when required

Key Skills/Experience:

• Experience of working in an application support role ideally with a software provider or financial services organisation
• Understanding of Energy markets
• General IT experience and exposure to online services, Windows platforms and infrastructure
• Experience of using ticketing systems such as JIRA
• Ability to provide a high level of Customer contact by setting correct expectations and aligning with Customer Ops goals
  
• Excellent communication skills both externally with Customers and internally with other key stakeholders such as Product Managers and the Engineering team
• Great problem-solving skills with an eye to identify issues and proactively seek to resolved them quickly and effectively
• Self motivated demonstrating an ability to work alone as well as part of a team
• Ability to adapt to fast paced and changing environments

Technical Skills:

• Ability to use internal and external collaboration tools such; Microsoft Teams, Webex
• Basic understanding and experience of cloud computing (Azure)
• Basic level in network concepts, e.g. Vnet, subnet, ip addresses, dns, vpn
• Good understanding of windows server admin, services, IIS
• Basic understanding of linux server admin
• Basic understanding of scripting (powershell), nice to have an understanding of regex
• Basic understanding of SQL server and SQL
• Basic understanding of http,ssl,sftp, certificates, whitelisting
• Basic understanding of different file/msg formats, e.g. csv, xml, json
• Experience with data feeds, e.g. to exchanges, nice to have an understanding of protocols like FiX, WebAPI

What Brady offers:

• Great compensation + 8% pension + 5% bonus + private health insurance and more!
• 23 days' holiday + bank holiday, increasing by one day per year of service up to 28 days + bank holidays
• 1/2 day off Christmas Eve & New Year's Eve
• Pluralsight licenses for engineering team members
• An opportunity to build a modern technology platform for the power and energy trading markets