Trading Support Engineer Fix Protocol

2 weeks ago

London, United Kingdom eFinancialCareers Full time

**Benefits - Trading Support Engineer (FIX Protocol)**
- Competitive benefits, including: medical, dental, vision, GTL & GIP schemes and pension
- Flexible work schedules - with remote work
- 25 PTO (paid time off) days per year with the ability to roll over days into the following year, robust paid holiday schedule with early dismissal and generous parental leave (for all genders and staff, including adoptive parents)
- Tech resources, including, a “rent-to-own” programme where employees are eligible for a company-provided Mac/PC laptop and/or mobile phone of your choice; and a tech accessories budget for monitors, headphones, keyboards, office equipment, etc.
- Subsidy contributions toward gym memberships and health/wellness initiatives (including discounted healthcare premiums, healthy meal delivery programmes or smoking cessation)
- Forward-thinking, culture-based organization with collaborative teams that promote diversity and inclusion

**Role Responsibilities** - **Trading Support Engineer (FIX Protocol)**
- Be the first point of contact and be responsible for providing BAU support by becoming a knowledgeable resource across my clients platform and technical architecture to an expert level
- Provide 1st class customer support via my clients in-app feedback and via the phone.
- Collaborate closely with Engineering and Site Reliability teams to resolve all reported issues quickly and efficiently.
- Efficiently manage multiple incidents within the ticketing system providing timely, regular and informative updates regarding status and issue resolution.
- Become an expert at analyzing both front-end and back-end logs
- Replicate software issues to diagnose and resolve incidents quickly
- Perform impact analysis and ensure investigations are treated with the appropriate priority
- Continual learning of new product features and functionality and my clients architecture.
- Maintain and extend our knowledge base
- Undertake and own any required projects

**Requirements** - **Trading Support Engineer (FIX Protocol)**

As a successful applicant, you will have;
- Ideally a minimum of 3 years of experience in a technical support-based role, with direct experience troubleshooting software issues
- Incident, problem and service outage management experience
- Preferred financial background, ideally in supporting a derivatives trading platform or equivalent market knowledge and an understanding of the crypto markets.
- Competent IT literacy around Windows and/OS X is required
- Familiarity with FIX Protocol 4.2 or higher
- Exceptional customer service and interpersonal skills. Both written and verbal. This is a critical function of the role
- Provide operational coverage based on business needs. This will include occasional weekend and work outside of standard business hours
- Be a self starter and possess the ability to simultaneously work autonomously and to also collaborate within a highly team-driven environment
- Investigation and diagnostic skills, and an enthusiastic ability to problem solve
- Knowledge of any of the follow is a bonus: C++, Wireshark, Kibana and Servicenow

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