Application Support Engineer

Marlin Selection Recruitment; New York (NY); On-site; USD 60,000 - 100,000; Full time

Job summary

An innovative fintech company is seeking an Application Support Engineer to enhance their customer-facing operations. This role involves planning and executing client implementations, managing upgrades, and providing top-notch application support across various channels. The ideal candidate will possess strong communication skills, a keen attention to detail, and the ability to thrive under pressure. Join a dynamic team that values learning and growth while making a significant impact in the financial services sector. This position offers a full-time schedule with a unique mix of weekday and weekend responsibilities, perfect for those looking to advance their career in a fast-paced environment.

Qualifications

• 2-5 years experience in client support within financial services.
• High proficiency in Microsoft Windows OS and understanding of FIX protocol.

Responsibilities

• Provide customer support via email, phone, or live chat.
• Triage technical issues and manage upgrades and migrations.

Skills

Verbal and written communication skills

Attention to detail

Client communication management

Ability to learn new skills and tools

Microsoft Windows OS proficiency

Client support experience

Understanding of FIX protocol

Basic knowledge of TCP/IP and Networking

Basic knowledge of SQL (PGSQL, MYSQL)

Job description

Get AI-powered advice on this job and more exclusive features.

On behalf of our client, a Fintech business, we are seeking application support engineers in New York to assist in their growth.

Job Description:

The Application Support Engineer position supports customer-facing operations by responding to operational and business issues. This position is responsible for planning, deploying, and supporting client implementations of the client's products.

This position will be responsible for the planning and execution of weekend activities in coordination with the existing Monday to Friday support team. This work will include carrying out upgrades and migrations for the application software, processing client service requests, and providing application support to clients over the phone, email, and live chat.

The successful applicant for the Application Support Engineer position will be required to work full-time hours spread across set days during the usual business week and weekend. The typical schedule will be Saturday or Sunday plus four weekdays. This is subject to an initial training period of 8 weeks from the commencement date where all work will be performed from Monday to Friday.

Specific Duties:

• Provide customer support in accordance with company SLAs via email, phone, or live chat.
• Act as a technical first responder. Triage technical issues across multiple infrastructure levels (network, OS, application). Prioritize and escalate issues according to the severity and details of each case.
• Analyze logs, FIX messages, and other primary sources to determine the root cause of trading and quoting issues.
• Manage upgrades and migrations for the business and related application software. Perform system check-out after the process is completed.
• Develop subject matter expertise and be an ambassador of digital asset knowledge within the team.
• Work with clients to appropriately configure each aspect of their application, including liquidity provider details, order routing configuration, trading platform connectivity, and prime broker give-up arrangements.

Required Skills:

• Excellent verbal and written communication skills and high attention to detail.
• Ability to process multiple client communication streams and make high-quality decisions under pressure.
• Desire and ability to learn new skills and tools, and enthusiastically take on new opportunities and tough challenges.
• High proficiency level (power user) with Microsoft Windows OS.
• 2 - 5 years experience supporting clients in the financial services industry.
• Understanding of FIX protocol.
• Basic knowledge of TCP/IP and Networking.
• Basic knowledge of SQL (PGSQL, MYSQL).

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Information Technology, Production, and Other