L1L2 Application Support Engineer
L1L2 Application Support Engineer
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Job Description
Join our client a premier financial technology firm that operates a cuttingedge multidealer trading platform for structured products. This platform facilitates connections between buyside and sellside professionals enabling seamless trading experiences.
Overview:
We are looking for an Application Support Engineer to join our team to handle client support issues. Manage client support demands end to end from initiation / communication with the client analysis of the demand resolution in partnership with the product and the development team.
You will act as a Level 1/2 interface for clients and banking counterparties connected to the firm and will be a trusted partner representing the firm in front of clients.
Numerous crossdomain projects will allow you to grow and gain experience on scripting system administration and other DevOps practices.
You will get handson experience with an industry leading financial technology company and work with a dynamic team across multiple industries.
Responsibilities :
Be the first point of contact with BuySide and SellSide clients
Take ownership of support queries until resolution ensuring professional communication with the client and that SLA is met.
Identify and troubleshoot incidents to ensure prompt system recovery.
Create and follow up on tickets in collaboration with client product and technical teams
Actively monitor the client platform leveraging and improving existing log collection and alerting tools.
Perform and improve morning checks ensuring application stability and reliability before market hours.
Skills
Client Management :
- Experienced in a client facing application support position:
Management of client interaction / support cases
Problem tracking and resolution
Excellent verbal and written communications skills are essential (English)
Strong Client focus
Technical
Data mining / SQL scripting
Familiar With Linux environment (command line)
Experience in supporting connectivity layer (FIX is a plus)
Experience in using implementing log collection tools such as ElasticSearch
Grafana is preferred
Good command of system documentation best practices using Atlassian suite
Good analytical problem solving and decision making skills
Employment Type
Full Time
