Senior Application Support Engineer - Trade Operations

$120,000 - $140,000/Yr

Marlin Selection LTD - Boston, MA

Full-time - Mid Level

Boston, MA

About the position

The Senior Application Support Engineer position is crucial for supporting customer-facing operations by addressing operational and business issues. This role not only involves technical responsibilities but also includes leading a small team, ensuring operational excellence, and driving continuous improvements. The engineer will be responsible for planning, deploying, and supporting client implementations of products, while also mentoring team members and collaborating with various departments to enhance service delivery.

Responsibilities

• Lead and mentor a small team of Application Support Engineers, providing guidance, training, and performance management.
• Manage the team's daily operations, ensuring timely and accurate resolution of customer issues in alignment with company SLAs.
• Collaborate with other departments (e.g., CSM, Sales, Billing, Development, IT) to drive the resolution of complex client issues and improve product offerings.
• Conduct regular team meetings to review progress, address challenges, and ensure alignment with organizational goals.
• Act as a point of escalation for critical issues, providing strategic input and directing the team on best practices for issue resolution.
• Monitor and analyze team performance metrics to identify areas for improvement and ensure service quality.
• Coordinate the on-call schedule and provide support during high-priority incidents.
• Foster a collaborative and supportive work environment, encouraging team growth and professional development.
• Support change management and incident review processes, ensuring lessons learned are incorporated into future workflows.
• Provide customer support in accordance with company SLAs via email, phone, or live chat.
• Act as a technical first responder, triaging technical issues across multiple infrastructure levels (network, OS, application).
• Analyze logs, FIX messages, and other primary sources to determine the root cause of trading and quoting issues.
• Manage upgrades and migrations for the business-related application software, performing system check-out after the process is completed.
• Develop subject matter expertise and be an ambassador of digital asset knowledge within the team.
• Work with clients to appropriately configure each aspect of their application, including liquidity provider details, order routing configuration, trading platform connectivity, and prime broker give-up arrangements.

Requirements

• Proven leadership experience in a support or technical role, with the ability to manage and develop a small team.
• Excellent verbal and written communication skills and high attention to detail.
• Ability to process multiple client communication streams and make high-quality decisions under pressure.
• Desire and ability to learn new skills and tools, and enthusiastically take on new opportunities and tough challenges.
• High proficiency level (power user) with Microsoft Windows OS.
• 5+ years experience supporting clients in the financial services industry.
• Understanding of FIX protocol.
• Basic knowledge of TCP/IP and Networking.
• Basic knowledge of SQL (PGSQL, MYSQL).

Benefits

• Competitive salary range of $120,000.00 to $140,000.00 based on relevant experience.