A fintech product company is now looking for an application support to troubleshoot system issues throughout the trade life cycle.
Customer Onboarding & Solution Delivery
- Manage the full onboarding lifecycle for new clients, including environment setup, platform configuration, connectivity establishment, integration validation, and production go-live activities.
- Partner closely with Customer Solutions teams to convert solution architecture into structured implementation and deployment plans.
- Participate in early-stage solution discussions to understand client requirements, integration flows, trading behavior, and technical architecture before deployment execution.
- Coordinate onboarding activities across Platform Engineering, Application SRE, and R&D teams to ensure successful delivery within agreed timelines.
- Validate production readiness through successful client-side testing and test trade execution before transitioning accounts into BAU operations.
- Support onboarding of additional product modules and enhancements for existing clients, including testing, configuration, and client validation.
Configuration Management & Platform Changes
- Take ownership of post-production configuration requests, including liquidity provider connectivity updates, pricing configuration changes, risk parameter adjustments, entitlement management, and environment modifications.
- Evaluate the downstream impact of configuration updates on trading workflows, integrations, and client systems prior to implementation.
- Perform production changes with proper validation procedures, rollback strategies, and client communication.
- Maintain accurate client configuration documentation to ensure operational transparency across teams.
- Identify repetitive operational tasks and collaborate with engineering teams to automate recurring configuration processes.
Technical Investigation & Incident Resolution
- Lead investigations for high-complexity technical issues beyond first-level support, including latency concerns, service disruptions, trading discrepancies, integration failures, and data inconsistencies.
- Troubleshoot across APIs, microservices, market data infrastructure, configuration layers, and client integration points.
- Work alongside domain specialists across Retail FX, BankFX, and Digital Asset products to deepen investigation coverage when required.
- Reconstruct incident timelines using logs, metrics, traces, and trade/order data to determine root cause efficiently.
- Provide comprehensive escalation analysis to Application SRE or Infrastructure SRE teams, including investigation findings, attempted resolutions, and suspected causes.
- Maintain ownership of SLA tracking and client communication throughout the full incident lifecycle.
- Conduct post-incident reviews for recurring issues and contribute improvements to operational runbooks and future product enhancements.
Client Engagement & Stakeholder Management
- Act as the primary technical point of contact for assigned strategic clients.
- Manage ongoing technical communication and relationship support for key customer accounts.
- Contribute technical insights during quarterly reviews, growth discussions, and operational risk assessments.
Documentation, Mentorship & Knowledge Sharing
- Develop and maintain operational runbooks covering new issue patterns, troubleshooting approaches, and configuration procedures.
- Mentor junior support engineers on technical investigation practices, product understanding, and stakeholder communication.
- Support internal enablement initiatives through training sessions and knowledge-sharing materials.
Automation & Operational Efficiency
- Design and implement automation solutions for onboarding workflows, operational support tasks, and configuration management.
- Utilize scripting and AI-enabled tools to streamline manual processes, improve consistency, and enhance operational reliability.
Qualifications
Required
- 5+ years of experience in Customer Engineering, Technical Account Management, Production Support, or similar client-facing technical roles within fintech or B2B SaaS environments.
- Practical experience supporting FX trading platforms, market data systems, pricing engines, or order management solutions.
- Proven experience leading complex onboarding and deployment projects across multiple teams and regions.
- Strong troubleshooting capability across APIs, distributed systems, client integrations, logs, monitoring metrics, and tracing tools.
- Experience managing production configuration changes with appropriate validation, risk assessment, and rollback planning.
- Excellent communication skills with the ability to engage both technical and non-technical stakeholders effectively.
- Comfortable operating within SLA-driven environments and priority-based support models.
- Hands-on scripting experience using Python, Bash, or similar technologies, with familiarity in deployment and monitoring tools.
Preferred
- Exposure to Retail FX, Institutional FX, or Digital Asset trading environments.
- Familiarity with AI-driven tooling and operational automation frameworks.
- Experience using CRM platforms, ticketing systems, and modern support workflow tools.
- Prior mentoring or team leadership experience within technical support or operations teams.
- Understanding of institutional client environments where reliability, compliance, and operational trust are critical.
