Trading Platform Support Engineer

About the Role

Our client is a leading fintech platform in the wealth management industry, connecting private banks and financial institutions to price, place orders, and access issuers of structured products.

They are looking for a Client Support Engineer to join their Hong Kong team. This role will serve as a key L1/L2 support contact for external clients, ensuring the stability and reliability of the platform while collaborating closely with internal product and engineering teams.

Key Responsibilities

• Client Support & Issue Resolution: Act as the first point of contact for external clients and take full ownership of support tickets from investigation through to resolution.

• System Monitoring: Perform daily system checks and monitor platform health to ensure stability prior to market hours.

• Incident Management: Identify, troubleshoot, and escalate technical issues while working with internal teams to restore services quickly.

• Cross-Team Collaboration: Work closely with product, engineering, and operations teams to ensure smooth platform operations.

• Continuous Improvement: Contribute to enhancements in monitoring tools, log collection systems, and internal documentation using the Atlassian suite.

Requirements

• Experience: 3–6 years of experience in IT support, application support, or financial services technology.
  
• Client-Facing Skills: Strong communication skills with the ability to manage client interactions professionally.
  

• Technical Skills:

  • Solid SQL skills for database queries and troubleshooting

  • Basic Linux command-line knowledge

• Nice-to-Have:

  • Python scripting

  • Familiarity with FIX connectivity

  • Experience with log monitoring tools (e.g., Kibana, Splunk)

• Strong analytical and problem-solving abilities with attention to detail