Application Support Engineer (FIX Protocol)

firstPRO US; Somerville (MA); On-site; USD 80,000 - 110,000; Full time

Job summary

firstPRO US is seeking an Applications Support Engineer to assist client implementations and ongoing operations. The role involves responding to operational and business issues, triaging across infrastructure levels, and guiding upgrades and configurations for trading-related applications.

Ideal candidates bring strong communication skills, multi-channel support experience, and a solid understanding of FIX, TCP/IP, and Windows environments.

Qualifications

• Provide customer support per SLAs via email, phone, or live chat.
• Act as technical first responder; triage issues across network, OS, and application layers.
• Analyze logs and FIX messages to identify root causes of trading and quoting issues.
• Manage upgrades and migrations for related application software and perform post-checkout validation.

Responsibilities

• Support client implementations of products.
• Configure client applications including liquidity provider details and order routing.
• Coordinate with clients to ensure proper platform connectivity and prime broker arrangements.
• Respond to operational and business issues promptly to minimize downtime.
• Maintain subject matter expertise and act as a digital asset knowledge ambassador.

Skills

Excellent communication

Multi-channel client handling

Willingness to learn

Power user Windows

Financial services experience 2-5 yrs

FIX protocol understanding

TCP/IP networking basics

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 products.

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 upscale 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 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 yr experience supporting clients in the financial services industry.
• Understanding of FIX protocol.
• Basic knowledge of TCP/IP and Networking.