Software Support Engineer (2x a month onsite)

ETRADING SOFTWARE LIMITED (PHILIPPINES) INC.; Philippines; Hybrid; PHP 360,000 - 600,000; Full time

Benefits offered by this job

Hybrid work setup (2x onsite per month

Job summary

ETRADING SOFTWARE LIMITED (PHILIPPINES) INC. is seeking a Software Support Engineer to provide L2 application and operational support for Java/web-based services on AWS. You will follow ITIL processes, monitor health via logs and dashboards, and work with cross-functional teams to resolve issues within SLAs.

You will troubleshoot, create monitoring alerts, maintain ticket updates, and contribute to incident post-mortems in a fast-paced, hybrid environment with occasional after-hours support.

Qualifications

• 2–4 years of experience in Application Support, Software Support, or Production Support roles.
• Strong hands-on experience with Linux/Unix systems and shell commands.
• Good understanding of support operations such as Incident Management, Service Request Management, Problem Management, Change Enablement, Release Management, Monitoring and Event Management.
• Ability to work independently in a high-pressure and fast-paced environment.

Responsibilities

• Provide L2 application and operational support for Java/web-based applications and services hosted in AWS
• Follow ITIL standards and best practices for Service Request, Incident, Problem, and Change Management processes
• Monitor application and infrastructure health through system metrics, logs, visualization dashboards, and alerts
• Analyze logs, system behavior, and application performance to identify and resolve operational issues
• Troubleshoot and resolve issues within agreed SLAs
• Create and maintain monitoring alerts and dashboards
• Maintain ticket updates in Jira or Zendesk
• Collaborate with developers and infrastructure teams
• Contribute to post-mortems and incident response activities

Skills

Linux/Unix

Shell commands

Incident Management

Service Request Management

Problem Management

Change Enablement

Release Management

Monitoring and Event Management

Jira

Zendesk

Analytical skills

Communication skills

Tools

Jira

Zendesk

Job description

Join Etrading Software – Build the Future of Fintech with Us!

AtEtrading Software, we empower global markets withtrusted, high-quality data services, fosteringfairness and transparencyfor all. We are a team driven bytrust, innovation, and collaboration, working on cutting-edge financial technology solutions that shape the future.

About the Role

The Software Support Engineer is responsible for providing first- and second-line support for trading related Java/web applications hosted in a cloud environment. This role ensures that client issues are addressed promptly and accurately, while escalating complex matters to senior team members or development teams as needed. This position is ideal for individuals with a solid technical foundation, a strong sense of ownership, and a desire to grow their expertise in application support within a dynamic and highly collaborative environment.

Key Responsibilities

• Provide L2 application and operational support for Java/web-based applications and services hosted in AWS

• Follow ITIL standards and best practices for Service Request, Incident, Problem, and Change Management processes

• Demonstrate strong proficiency in Linux/Unix environments, including command-line troubleshooting and system investigation

• Monitor application and infrastructure health through system metrics, logs, visualization dashboards, and alerts

• Analyze logs, system behavior, and application performance to identify and resolve operational issues

• Troubleshoot and resolve application, system, and performance-related issues within agreed SLAs

• Create, maintain, and improve monitoring alerts and operational dashboards for proactive issue detection

• Work in a fast-paced production support environment with minimal supervision while ensuring timely issue resolution

• Participate in incident response, root cause analysis, and post-mortem activities

• Escalate critical or recurring issues to development or infrastructure teams when necessary

• Collaborate with cross-functional teams including developers, infrastructure engineers, and stakeholders

• Maintain accurate ticket updates and documentation using ticketing platforms such as Jira or Zendesk

• Create and maintain Knowledge Error Database (KEDB) articles and operational documentation

• Rehearse, implement, review, and notify clients of changes pushed to into production

• Contribute to continuous improvement initiatives involving automation, monitoring, operational efficiency, and support processes

• Deliver professional and effective communication to internal and external stakeholders

Core Requirements:

• 2–4 years of experience in Application Support, Software Support, or Production Support roles

• Strong hands-on experience with Linux/Unix systems and shell commands

• Good understanding of support operations such asIncident Management, Service Request Management, Problem Management, Change Enablement, Release Management, Monitoring and Event Management

• Ability to work independently in a high-pressure and fast-paced environment

• Familiarity with support ticketing and incident management tools (e.g., Jira, Zendesk)

• Strong analytical, communication, and problem-solving skills

• Willingness to work on shifting schedules, working on weekends and provide off-hours support when needed

• Must be flexible and adaptable to shifting business requirements, organizational changes, and evolving priorities, with the ability to adjust work approaches accordingly

Nice to haves (preferred but not required):

• Knowledgeable in Scrum methodology

• Experience working with cloud platforms such as AWS is an advantage

• Basic understanding of relational databases and No SQL queries

• ITIL v4 Certification

• Experience in creation, scheduling, updating and maintenance of Bash/Shell scripts

Note

This role reflects current business needs. As our products and platforms evolve, responsibilities may shift or expand. Any changes will be communicated and discussed with the respective Heads of Function to ensure alignment with your strengths, interests, and the company’s strategic goals.

Why Join Us?

Happiness & Well-Being– Say goodbye toSunday dread! We prioritizework-life balance, ensuring a workplace wheretrust and respectthrive. With ahybrid setup (only 2x onsite per month), you have the flexibility to do your best work from where you thrive.

Transparency & Trust– Open communication is at the heart of what we do. We foster a culture ofclarity, accountability, and integrity, ensuring you always have a voice.

Excellence & Growth– We are committed tocontinuous learning and innovation. Withtraining, certifications, and career development opportunities, we support your professional growth every step of the way.

Diversity & Inclusion– We embrace diverse perspectives, creating anempowering and inclusiveworkplace where everyone can contribute meaningfully.

Collaboration & Impact– Work alongside industry leaders, developinghigh-frequency, low-latency trading applicationsthat drive fairness and transparency in financial markets worldwide.

AtEtrading Software, we don’t just build technology—we buildtrust, innovation, and strong partnerships. If you’re looking for a career thatvalues your growth, well-being, and impact, we’d love to have you on board!

By applying to this job, you are permitting our organization to use your personal data solely for recruitment purposes. This data may be shared with third-party services to streamline the processing of your application and with our parent company, ETS London, for recruitment assessment and interview purposes.

We are committed to protecting and respecting your privacy. For more information on how we collect, use, store, and protect your personal data, please read our Privacy Notice or request a copy from our Data Protection Officer (DPO) at ••••@etradingsoftware.com.