Application Support Engineer (FIX Protocol)

firstPRO US; Somerville (MA); On-site; USD 85,000 - 110,000; Full time

Job summary

firstPRO US is seeking an Application Support Engineer to support customer-facing operations by responding to operational and business issues. You will plan, deploy, and support client implementations of our products.

In this role you will triage issues across network, OS, and application layers, analyze logs and FIX messages, and help clients configure liquidity provider details and order routing. A strong communicator with 2-5 years in financial services is ideal.

Qualifications

• 2–5 years experience supporting clients in financial services.
• Strong communication and high attention to detail.
• Proficient with Windows OS and able to triage issues.
• Familiar with FIX protocol and networking basics.
• Ability to manage multiple client communications under pressure.

Responsibilities

• Provide customer support in accordance with SLAs via email, phone, or live chat.
• Act as a technical first responder; triage issues across network, OS, and application layers.
• Analyze logs and FIX messages to determine root causes of trading and quoting issues.
• Manage upgrades and migrations; perform post-change system checks.
• Develop subject matter expertise and share digital asset knowledge with the team.
• Configure client applications, including liquidity provider details, routing, connectivity, and prime broker give-up.

Skills

Communication skills

Attention to detail

Multi-channel support

Willingness to learn

Windows OS

Financial services experience

FIX protocol

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