Graduate Technical Support Analyst

"Innovation, quality and client success are our drivers"

If you are a hungry tech-minded individual, AxeTrading is the right place to be! We offer long term career opportunities across our departments as well as opportunities to work in our other offices across the globe.

All our production is delivered in-house using the latest technologies and employing an Agile framework. From product concept and design, through software development and testing, up to system integration and customer support.

We are a close-knit team from over 20 countries, with diverse backgrounds and a shared passion for both Technology and Finance. With our software products we optimise, automate and customise e-trading workflows through highly flexible and efficient technology, for customers based on 5 continents.

Tasks

YOUR ROLE IN OUR CLIENT SUCCESS TEAM

Our Technical Support Analysts are focused on the detail of our clients' experience of our products.

Your primary focus will be to deliver post-sales support and solutions to our clients while serving as an advocate for their needs. A primary point of contact for clients, you will be responsible for facilitating our client relationships by providing advice and assistance on diverse client situations and escalated issues.

In this Graduate Analyst role, you will be fully supported in your personal and career development, and be exposed to the full trading lifecycle of Fixed Income products. As we expand the opportunities for you to progress in to new roles or locations will be limited only by your own ambition and ability. We only ask that you come with an open mind, an interest in financial markets and trading technology, and a strong desire to learn!

In this role you will:

• provide our clients with technical product support for complex problems.
• interact with customers and internal stakeholders to isolate and fix product issues.
• provide design, reliability and other technical feedback to our Engineering & Product teams.
• provide updates to technical product documentation as issues are identified and fixed.
• create tests and diagnostic tools to identify and fix recurring issues as well as potential difficulties.
• help reproduce technical bugs/issues and ensure resolution of these.
• troubleshoot client issues to pinpoint root cause and remediation steps.
• keep abreast of market & regulatory changes that impact service activities, and adopt new team policies/procedures as needed.
• cross-train with global counterparts to ensure depth of application knowledge and client coverage.

Requirements

YOUR PROFILE

You have:

• a degree in Computer Science, Engineering or equivalent course.
• strong written and oral communication skills with proven ability to initiate and manage relationships with customers of all levels.
• exposure to Windows, Linux and AWS ecosystem.
• a desire to learn about Fixed Income markets.
• a talent for critical thinking, solving problems and a passion for troubleshooting issues.
• strong written and verbal communication skills - you will interact with customers in different stages from pre-sales to during a potential crisis.
• empathy for clients and determination to fight their problems.

Any previous experience of working in a technical support or client service facing role would be helpful, but not essential.

You are:

• at your ease with IT and able to learn how to support our software s technical elements;

• (e.g., installing software on servers, APIs, integrations, installers, data migration etc.)

• a fast learner;

• our e-trading platform is a powerful product and you ll be excited by the prospect of a large product to learn, understand and support with customers asking different questions and requests each day.

• able and willing to multitask between the different support, QA and documentation aspects of this role, and take on the different responsibilities of each space.

• fluent in English, spoken and written.

• available to take on shifts to ensure support to customers located in different time zones.

• available to take on short business trips on short notice.

Benefits

WAITING FOR YOU

Fast-growing business that drives electronification of Fixed Income markets;

• A graduated career pathway that supports your personal and career development;
• Energetic, entrepreneurial environment that allows you to thrive, and work without the constraints of working for a large corporation, and where where no two days are the same;
• Flat hierarchy with direct access to decision-makers;
• Flexible working hours, social events and much more..!

ABOUT AXETRADING

THE INNOVATIVE AND TRUSTED FIXED INCOME TRADING TECHNOLOGY

We are a global fixed income trading software company that delivers unique market making, price making and order execution with our AxeTrader software. AxeTrading is uniquely positioned in empowering banks, buy-side firms, agency brokers and exchanges to maximise their Fixed Income trading strategies successfully with aggregated liquidity, multiple pricing feeds, powerful client servicing and execution capability across voice and electronic trading.

AxeTrader provides traders with access to market aggregation, enhanced data and trading workflows in a single desktop enabling more efficient and transparent trading. It interacts seamlessly across execution venues and data sources to deliver the STP processing, reporting and audit workflows required to comply with the expanding regulatory environment.

AxeTrading was founded in 2009 with offices in London, a technology innovation centre in Germany, and sales offices in Sydney and Singapore.

Passion cannot be programmed. But we use it in our software development.