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Trade Support Engineer, London
2 months ago
Trade Support Engineer – London, UK
"Global Futures and Options Ltd (GFO-X)”, a UK FCA-authorised and regulated MTF, is seeking a Trade Support Engineer.
GFO-X is the UK's first regulated and centrally cleared trading venue dedicated to digital asset derivatives. GFO-X has partnered with LCH SA which will offer clearing of Bitcoin index futures and options contracts traded on GFO-X. This will be made available through a new segregated clearing service, LCH DigitalAssetClear. GFO-X services large global institutional participants who require a regulated, institutional-grade trading venue for digital asset derivatives, including bitcoin index futures and options.
Reporting to the Team Lead, the successful candidate will participate in the daily operations of our globally distributed technical support team. They will be expected to deliver exceptional support to exchange participants through phone and email.
Responsibilities:
- Provide application-level support to the GFO-X Exchange platform: Respond to customer inquiries and issues promptly via various channels such as email, phone, or chat to diagnose the problem effectively.
- Troubleshooting issues related to FIX protocol, application support, hardware, software, and connectivity issues using industry-standard tools, PCAP, Wireshark, etc.
- Provide assistance with client onboarding to the GFO-X trading venue platform, working with internal teams to get the client up and running and resolving any issues.
- Be the primary interface to the client at all times.
- Assisting with API and Algo Conformance testing and certification.
- Involvement in end-of-day settlement process and back office functions.
- Document and track customer interactions: Maintain accurate records of customer interactions, including issues, resolutions, and any additional follow-up actions. Update internal knowledge base and contribute to developing self-help resources specific to these areas.
- Provide support for GFO-X trading venue participants and internal business customers.
- Hardware support: Provide technical assistance and troubleshooting for hardware components, including, where necessary, workstations, servers, and networking equipment.
- Collaborate with the wider IT team to ensure hardware configurations are optimized for performance and security.
- Collaborate with the infrastructure and development team: Provide customer feedback on issues relating to FIX protocols, application support, hardware, and API enhancements or bug fixes to the development team. Participate in testing and quality assurance efforts to ensure the stability and reliability of these components.
- Work in accordance with defined Support SLA’s and KPI metrics.
- Work with the team lead to Continuously improve support processes: Identify areas for process improvement specific to FIX protocols, application support, hardware, and APIs, and suggest proactive solutions to enhance the overall customer support experience. Collaborate with the team to develop best practices and implement standardized support procedures.
Requirements:
- 3-year support experience in a financial organisation ideally banking.
- Strong working knowledge of FIX protocol (4.0/4.4 and above)
- Troubleshooting Application Services, including API issues.
- Troubleshooting exchange connectivity issues
- Strong problem-solving and communication skills.
- Good client focus and appreciation of Customer Experience
- Able to multi-task efficiently and work under time pressure
- Familiarity with ITIL working practices.
- Respectful of the organisation culture and values
- Bachelor’s Degree or Equivalent industry experience a plus
- Experience in supporting IT projects and workstreams a plus
This role is to be based at our offices in London and will report directly into the Team Lead. Application from any region is acceptable, but candidates based in the United Kingdom will be given preference. GFO-X is an equal opportunities employer committed to diversity and inclusion. Competitive benefits included.
If you are interested in any of our roles, please apply through the link provided in the job posting. Inquiries from agencies should be directed to recruitment@gfo-x.com. Please refrain from sending recruitment inquiries to any other email address or individual within our organization. GFO-X does not guarantee employment or engagement based solely on inquiry. Any unsolicited CVs from agencies shall be treated as such.
