Application Support Engineer

About the position

We are seeking a skilled and customer-oriented Application Support Engineer to join our fast-paced Fintech company specializing in cutting-edge trading technologies. In this role, you will be responsible for providing exceptional technical support to our clients, ensuring the smooth operation of our trading platforms, and maintaining high levels of customer satisfaction.

Responsibilities

• Serve as a key escalation point for frontline support, handling complex technical issues related to our trading applications
• Monitor system performance and availability, proactively identifying and resolving potential issues before they impact clients
• Troubleshoot and diagnose software, hardware, and network-related problems across our trading infrastructure
• Meet and exceed Service Level Agreements (SLAs) for incident response and resolution times
• Maintain high levels of customer satisfaction through clear communication and efficient problem-solving
• Collaborate with development teams to implement fixes and improvements based on customer feedback
• Create and maintain technical documentation, including troubleshooting guides and knowledge base articles
• Participate in on-call rotations to provide 24/7 support for critical trading systems

Requirements

• 2+ years of prior experience in customer-facing roles is required
• Strong foundational knowledge and exposure to networking, operating systems (Linux and Windows), and databases (MSSQL and/or NoSQL)
• Bachelor's degree in computer science, Information Technology, or a related field
• 3+ years of experience in application support, preferably in a financial services or trading environment
• Strong understanding of REST APIs, cloud technologies (AWS/Azure/GCP), and microservices architecture
• Proficiency in SQL and NoSQL databases (e.g., MSSQL, MongoDB, Postgres)
• Solid networking knowledge, including TCP/IP, DNS, and network security concepts
• Experience with Linux and Windows operating systems
• Strong scripting abilities (Python, Powershell)
• Excellent problem-solving and analytical skills, with the ability to troubleshoot complex technical issues
• Strong customer service orientation and ability to communicate technical concepts to non-technical audiences

Nice-to-haves

• Familiarity with trading systems, financial markets, and regulatory requirements is a plus

Benefits

• Healthcare benefits (medical, dental and vision, EAP)
• Competitive PTO
• 401k match
• Parental leave
• HSA contribution match
• Paid subscription to the Calm app
• Generous external learning and tuition reimbursement benefits
• Hybrid work schedule allowing flexibility of working from home and one of our primary offices