Front Office Support Engineer

670 TP ICAP Americas Holdings Inc.; New York (NY); On-site; USD 117,000 - 143,000; Full time

Job summary

670 TP ICAP Americas Holdings Inc. is seeking a mid-level Front Office Support representative based in New York, NY. This role involves providing top-level service to traders, sales reps, and clients, requiring strong technical skills and a solid understanding of listed derivatives.

The ideal candidate has experience in a similar support role, troubleshooting system issues, and collaborating with various teams to ensure seamless operations and customer satisfaction.

Qualifications

• At least 3 years of hands-on support experience within a financial institution.
• Solid application support experience within a Linux environment.
• Excellent understanding of Futures & Options markets.

Responsibilities

• Provide daily application support and troubleshooting for traders and clients.
• Respond to urgent queries from trading desks and clients.
• Identify and resolve technical issues in a complex environment.

Skills

Customer service

Technical support

Analytical problem-solving

Collaboration with teams

Communication

Tools

Linux

MSSQL

Oracle

Sybase

Windows Server

FIX protocol

Docker

Kubernetes

Job description

Role Overview

Liquidnet Americas is looking for a mid‑level “Front Office Support” representative to provide top‑level service to our business and customer base.

The role requires an organized and motivated self‑starter with a high level of customer service, technical expertise to support an expanding business and experience in a similar‑sized support operation within a bank, brokerage, or trading platform. Located within the front office and facing directly to traders, sales reps, quants and quant developers, the candidate must be comfortable translating business requests into the appropriate technical actions or changes, which will require a solid understanding of listed derivatives and workflows.

The successful candidate will act as the first point of contact for urgent queries, troubleshoot system and process issues, and collaborate with trading, sales, and technology teams to deliver timely solutions. The position requires strong knowledge of listed derivatives, exchange rules, and risk protocols.

Responsibilities

• Provide daily application support and troubleshooting for traders and clients using proprietary tools, escalating issues to development teams as necessary.
• Respond to urgent queries from trading desks and clients, ensuring timely escalation and resolution.
• Analyze and resolve issues related to order routing and trade flow.
• Identify and resolve technical or operational issues in a complex environment with various trading platforms and architecture; liaise with technology teams for fixes.
• Provide functional and technical expertise and promote maintainable and quality solutions which includes documenting system requirements and support run books.
• Communicate with users regarding application outages and upcoming events such as releases and projects.
• Respond to end users within the timeframe dictated by the severity of the problem, documenting and tracking.
• Manage team communication channels, queues, and mailboxes to ensure timely and prioritized action on requests.
• Adhere to incident and problem management procedures, analyzing trends and patterns.
• Assist in product testing and project‑related tasks.
• Contribute to the “follow the sun” support model by collaborating with global teams in APAC and EMEA.
• Conduct regional start‑of‑day health checks to ensure platform processes are operational and all members are connected.
• Occasionally work weekends for major upgrades or out‑of‑hours testing.

Qualifications

• At least 3 years of hands‑on support experience within a financial institution (buy‑side, sell‑side, venue/platform provider).
• Solid application support experience within a Linux environment.
• Excellent working knowledge of the FIX protocol.
• Excellent understanding of Futures & Options markets and listed derivatives workflows.
• Automation and scripting experience.
• Proven experience with MSSQL, Oracle and Sybase database environments, including complex query writing.
• Proven experience supporting Windows Server environments.
• Experience troubleshooting network problems such as firewall and routing issues.

Desired Skills

• Working knowledge of industry‑standard Order Management Systems such as TT, Fidessa.
• Automation and scripting experience (PERL, Python, Powershell, Bash).
• Knowledge of DevOps principles and workflows, including collaboration with development teams.
• Experience with automation tools (Ansible, Puppet).
• Proven experience managing cloud‑based infrastructure and services, including AWS, Azure, or Google Cloud Platform.
• Hands‑on experience with containerization technologies like Docker and orchestration platforms like Kubernetes.
• Exposure to client/venue technical FIX onboarding.
• Experience supporting message‑based architecture (Solace, Tibco, MQ).
• Experience with industry‑standard monitoring tools (ITRS, Prometheus).
• Familiarity with ServiceNow, Control‑M and Elastic (ELK stack).
• Experience with Site Reliability Engineering practices, including monitoring, incident response, and post‑mortem analysis.

Person Specification

• Thrives under pressure in a front‑office support role, supporting business growth and enhancing support functions.
• Motivated self‑starter with a strong sense of ownership.
• Analytical, disciplined problem‑solver.
• Driven by customer satisfaction and support excellence.
• Strong organizational skills.
• Capable of communicating confidently with stakeholders at all levels, including technical teams, clients, traders, quants, and executives.
• Committed to adhering to Service Level Agreements (SLAs) and minimizing Mean Time to Resolve (MTTR).
• Team‑oriented with a willingness to participate in new projects and assist other departments.
• Demonstrates core business values through day‑to‑day work ethic.
• Flexible regarding working hours.

Compensation

Professional, 4; Annual Salary up to $130K (commensurate with experience)

Location

USA – 200 Vesey Street – New York, NY