Production Support Engineer

Overview

In this Production Support Engineer role, you will provide 2nd and 3rd line tech support for Lucera’s core financial products, with a hybrid schedule covering US trading hours and UK hours. You will onboard new clients, diagnose incidents in Unix/Linux environments, and collaborate with global teams to ensure smooth hand-offs and knowledge sharing. The role combines incident management, deployment support, and automation to improve operational efficiency. You will work closely with cross-functional teams to resolve complex problems and contribute to knowledge base improvements.

Responsibilities

• Provide 2nd and 3rd line technical support for core financial products during US trading hours
• Assist with client onboarding, configuration, and issue resolution
• Monitor, diagnose, and resolve incidents in Unix/Linux environments
• Collaborate with global support teams for seamless hand-offs and knowledge sharing
• Document troubleshooting steps, solutions, and process improvements in the knowledge base
• Participate in on-call rotation and adhere to service level agreements
• Identify and automate repetitive tasks using scripting languages
• Support deployment and release activities for new software versions
• Stay current with market data, order entry concepts, and relevant financial regulations
• Escalate complex problems to product engineering with detailed diagnostics

Key requirements

• 2+ years experience in technical support within financial services
• Strong proficiency with Unix/Linux operating systems
• Demonstrated ability in second- and third-line support and client onboarding
• Excellent written and verbal communication skills
• Solid analytical and logical problem-solving abilities
• Familiarity with market data, order entry, and FIX/ITCH messaging protocols
• Experience working in a global support rotation and adhering to US-hour schedules
• Knowledge of networking concepts and deployment management is a plus
• Ability to write scripts (e.g., Bash, Python) to automate routine tasks
• Understanding of FX, FI, or crypto markets is advantageous

• excellent communication
• strong analytical thinking
• collaboration and teamwork
• Unix/Linux
• scripting (Bash, Python)
• networking concepts

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