My client is a leading financial technology provider supplying trading and liquidity infrastructure to a broad client base, from large institutions to retail-focused brokers and their end clients. They are hiring an Application Support Engineer to join their customer-facing support and onboarding team.
You will be the first point of contact for clients on operational and technical issues, and will play a hands‑on role in onboarding new clients, from initial setup through to go‑live and ongoing support. You will adapt your approach to each client type: in-depth technical engagement with institutional desks, and clear, accessible guidance for retail-facing clients. It suits someone who enjoys problem-solving in a fast-moving trading environment and wants to build deep expertise in digital assets.
Key responsibilities
- Deliver customer support in line with agreed SLAs via email, phone and live chat, across both institutional and retail client segments
- Support and onboard new institutional and retail clients, guiding them through implementation, configuration, testing and go‑live
- Act as technical first responder, triaging issues across network, OS and application layers, and prioritising and escalating by severity
- Analyse logs, FIX messages and other primary sources to identify the root cause of trading and quoting issues
- Work with clients to configure their setup, including liquidity provider details, order routing, trading platform connectivity and prime broker give‑up arrangements
- Manage upgrades and migrations of the platform and related software, carrying out full system check‑outs on completion
- Tailor communication and documentation to the client’s technical level, from experienced institutional connectivity teams to retail-focused users
- Build subject matter expertise and act as the team’s go‑to person
Skills and experience
- 2-5 years’ experience supporting clients in financial services
- Experience supporting or onboarding clients, ideally across both institutional and retail segments
- Working understanding of the FIX protocol
- Basic knowledge of TCP/IP and networking
- Basic SQL (PostgreSQL, MySQL)
- Power‑user level proficiency with Microsoft Windows
- Excellent verbal and written communication, with strong attention to detail
- Able to manage several client conversations at once and make sound decisions under pressure
Personal attributes
- Confident adjusting tone and technical depth to suit very different audiences
- Keen to learn new tools and skills
- Resilient, and enthusiastic about taking on tough challenges
Why this role?
- Hands‑on exposure to institutional trading infrastructure
- A varied client base, giving you experience across both institutional and retail markets
- Ownership of the client journey from onboarding through to live support, with clear routes to specialise
- Office Lunches provided
Application Support & Client Onboarding Engineer: Trading Technology London, United Kingdom
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