Senior Technical Support Analyst
New
United States, US West Coast working hoursFull-TimeSenior
Salary not disclosed
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Job Details
- Experience
- 8+ years
- Required Skills
- BashLinuxServiceNow
Requirements
- 8+ years of experience supporting electronic trading platforms or financial services applications in a technical support environment.
- Strong expertise in the FIX protocol (versions 4.2–5.0) and trading message workflows across asset classes such as equities and FX.
- Solid understanding of capital markets, trading systems, and end-to-end trade lifecycle processes.
- Experience configuring, deploying, and supporting trading solutions, including workflow definition and client deployments.
- Strong ITIL-based service management experience, including incident, problem, and change management processes.
- Proficiency with support and CRM tools such as ServiceNow, Jira Service Desk, or similar platforms.
- Technical skills including scripting, Unix/Linux (bash), and basic software testing capabilities.
- Strong communication and stakeholder management skills with the ability to work across technical and non-technical teams.
- Ability to mentor junior engineers and contribute to team development and knowledge sharing.
Responsibilities
- Provide advanced Level 2 technical support for electronic trading systems, ensuring timely resolution of incidents within SLA frameworks.
- Act as a senior escalation point for customers, internal teams, and third-party vendors on complex service issues.
- Lead incident management activities, including coordination of major incidents and resolution of stalled or breached tickets.
- Maintain and enhance knowledge base content, service documentation, and operational support tools.
- Deliver customer service reporting, performance metrics, and incident summaries on a regular and ad hoc basis.
- Ensure adherence to ITSM processes, change control procedures, and service management standards.
- Collaborate with development and support teams to identify service improvements and drive process optimization.
- Provide guidance, coaching, and training to junior support staff to strengthen team capability.
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