Support Engineer

As a TTFO Support Engineer, you will play a critical role in delivering a first-class level of customer service to Tier 1 clients by addressing technical inquiries and incidents. This involves troubleshooting front-end and back-end issues, collaborating closely with Engineering and Site Reliability teams, and maintaining high standards of incident management. You will use log files, issue replication, and deep technical understanding of TT's platform to provide prompt and effective resolutions.

We're looking for confident, energetic problem-solvers who are passionate about delivering excellent customer service and thrive on tackling complex, high-pressure situations. You'll be at the forefront of ensuring system stability and customer satisfaction, contributing your technical expertise and collaborative spirit to enhance the overall platform experience.

• Handle Customer Inquiries: Serve as a primary point of contact for customer queries via support desk calls, trading platform tickets, or the customer ticket portal.
• Effective Troubleshooting: Demonstrate in-depth understanding of TT systems, using available tools and log files to efficiently investigate and resolve technical issues.
• Timely Resolution & Escalation: Recognize high-priority incidents, conduct initial troubleshooting, and escalate to Engineering or Site Reliability teams as needed.

• Expert Log Analysis: Analyze both front-end and back-end logs to diagnose issues and work toward swift resolution.

• Accurate Case Documentation: Maintain clear, up-to-date records of all incidents, including troubleshooting steps, status updates, and resolution details.

• Incident Progression Oversight: Track issues from the initial report through to final resolution, ensuring accountability and timely follow-up.

• Continuous Improvement: Provide feedback to product and engineering teams regarding recurring issues and potential enhancements to reduce future incidents.

• Professional Client Interactions: Communicate professionally and clearly with clients, providing regular updates on incident status.

• Coordination with Internal Teams: Work closely with Engineering, Site Reliability, Product, and Operations teams to ensure issues are escalated appropriately and resolved in a timely manner.

• Knowledge Sharing: Contribute to team discussions, documentation, and training to improve collective expertise and workflow efficiency.

• Core Tools Mastery:

• ServiceNow – For ticket management and knowledge base reference
• Kibana (ELK Stack) – For log file searches and analysis
• Slack – For internal communication and alerting
• Webex – For handling phone calls and remote troubleshooting sessions
• Confluence – For maintaining support wikis and process documentation
• Google Gemini – AI-assisted tool for improved communication and troubleshooting

• Platform & Architecture Expertise: Maintain expert-level knowledge of TT's front-end and back-end architecture to effectively diagnose and replicate software issues.

• Availability & Responsiveness: Be online and responsive during assigned working hours, promptly addressing calls and tickets.

• Weekend & Holiday Coverage: Participate in occasional coverage needs, such as mock trading sessions or critical incident handling.
• PTO & Scheduling: Collaborate with team members to ensure adequate coverage and seamless customer support.
• Desk Coverage: Notify the team when stepping away to maintain continuous support availability.

• Response Time: Strive to handle tickets and calls rapidly to uphold service quality standards.

• Ownership & Follow-Through: Take full responsibility for assigned cases, ensuring customers receive timely and accurate updates.

• Quality of Work: Maintain a high standard of troubleshooting accuracy, documentation detail, and professional communication.
• Time Management: Balance a dynamic workload, prioritizing high-impact issues while ensuring all cases receive the necessary attention.
• Collaboration & Knowledge Sharing: Assist team members, share insights, and proactively contribute to improving processes and expertise.

• Adherence to Policies & Procedures: Follow established workflows and company policies for consistent support delivery.

• Engineering Escalations: Provide detailed troubleshooting information when escalating issues, and follow up to ensure resolution.

• Product Feedback: Share customer feedback and recurring issues to help guide product enhancements.
• Operations Coordination: Work with operations teams to monitor alerts, handle incidents, and contribute to post-mortem analyses.
• Sales & Service Management: Collaborate on resolving escalated client concerns and offer expert insights into platform usage.

• Cross-Team Knowledge Sharing: Participate in training sessions, documentation updates, and team discussions to refine support workflows.

• Customer-Centric Approach: Provide top-tier support to ensure customer satisfaction and platform stability.

• Importance of Communication: Effective verbal and written communication with both clients and internal stakeholders is essential for timely issue resolution.
• Continuous Learning: Stay updated on new product features, system improvements, and market trends to remain effective in a fast-moving environment.
• High Accountability: Demonstrate ownership, initiative, and a proactive attitude to excel in this critical role.

• Language Skills: Fluent in English (Business Level) with excellent written and verbal communication.
• Customer Handling Skills: Strong phone and interpersonal skills, with a passion for delivering exceptional customer service.
• Technical Background: Experience supporting a derivatives trading platform or similar financial system. Comfortable working across Windows/OS X/Linux environments.
• Problem-Solving Aptitude: Strong investigative and diagnostic skills, able to quickly absorb new information and apply it to real-world scenarios.
• Teamwork Orientation: Collaborative mindset, eager to assist colleagues and share knowledge.
• Professionalism: Demonstrates dependability, adaptability, and initiative; comfortable in a fast-paced environment.
• Support Tools Knowledge: Familiarity with ServiceNow, Jira, ELK/Kibana, Slack, Confluence, and other ticketing or communication tools.
• FIX Protocol (Optional): Exposure to FIX Protocol 4.0 or higher is a plus.

• Availability: Willingness to occasionally work evenings/weekends when operational needs dictate.

• Impactful Role: Your efforts directly influence customer satisfaction and trading platform stability.

• Growth & Development: We encourage ongoing training and offer avenues to deepen your technical expertise.
• Collaborative Environment: You'll work alongside expert teams in Engineering, Product, and Operations to continuously improve the platform and customer experience.
• Dynamic Setting: Join a fast-moving, global environment where each day brings new challenges and learning opportunities.

We offer a comprehensive benefits package designed to support your well-being, growth, and work-life balance.

• Health & Financial Security:
• Pension contributions
• Time Off & Flexibility:
• Enjoy the best of both worlds: the energy and collaboration of in-person work, combined with the convenience and focus of remote days. This is a hybrid position requiring three days of in-office collaboration per week, with the flexibility to work remotely for the remaining two days. Our hybrid model is designed to balance individual flexibility with the benefits of in-person collaboration, enhanced team cohesion, spontaneous innovation, hands-on mentorship opportunities and strengthens our company culture.
• 25 days of Paid Time Off (PTO) per year, with the option to roll over unused days.
• One dedicated day per year for volunteering.
• Two professional development days per year to allow uninterrupted professional development.
• An additional PTO day added during milestone anniversary years.
• Generous parental leave for all parents (including adoptive parents).
• Work-Life Support & Resources:
• Budget for tech accessories, including monitors, headphones, keyboards, and other office equipment.
• Milestone anniversary bonuses.
• Wellness & Lifestyle Perks:
• Subsidy contributions toward gym memberships and health/wellness initiatives (including discounted healthcare premiums, healthy meal delivery programs, or smoking cessation support).
• Our Culture:
  Forward-thinking, culture-based organization with collaborative teams that promote diversity and inclusion.

Trading Technologies ) is a global capital markets platform services company providing market-leading technology for the end-to-end trading operations of Tier 1 banks, brokerages, money managers, hedge funds, proprietary traders, Commodity Trading Advisors (CTAs), commercial hedgers, and risk managers. With its roots in listed derivatives, the Software-as-a-Service (SaaS) company delivers "multi-X" solutions, with "X" representing asset classes, functions, workflows, and geographies. This multi-X approach features trade execution services across futures and options, fixed income, foreign exchange (FX), and cryptocurrencies, augmented by solutions for data and analytics, including transaction cost analysis (TCA); quantitative trading; compliance and trade surveillance; clearing and post-trade allocation; and infrastructure services. The award-winning TT platform ecosystem also helps exchanges deliver innovative solutions to their market participants and technology companies to distribute their complementary offerings to Trading Technologies' clients.

Trading Technologies (TT) is an equal-opportunity employer. Equal employment has been, and continues to be, a required practice at the Company. Trading Technologies' practice of equal employment opportunity is to recruit, hire, train, promote, and base all employment decisions on ability rather than race, color, religion, national origin, sex/gender orientation, age, disability, sexual orientation, genetic information or any other protected status. Additionally, TT participates in the E-Verify Program for US offices.

Trading Technologies is a Software-as-a-Service (SaaS) technology platform provider to the global capital markets industry. The company's award-winning TT platform connects to the world's major international exchanges and liquidity venues in listed derivatives alongside a growing number of asset classes, including fixed income and cryptocurrencies. The TT platform delivers advanced tools for trade execution and order management, market data solutions, analytics, trade surveillance, risk management, and infrastructure services to the world's leading sell-side institutions, buy-side firms, and exchanges. The company's blue-chip client base includes Tier 1 banks as well as brokers, money managers, hedge funds, proprietary traders, Commodity Trading Advisors (CTAs), commercial hedgers, and risk managers. These firms rely on the TT ecosystem to manage their end-to-end trading operations. In addition, exchanges utilize TT's technology to deliver innovative solutions to their market participants. TT also strategically partners with technology companies to make their complementary offerings available to Trading Technologies' global client base through the TT ecosystem.