Application Support Engineer I FinTech I Chinese Speaker

We are seeking a full-time, skilled and motivated Application Support Engineer II to join our Support team. In this role, you will be responsible for providing technical support for our applications, ensuring optimal performance, and delivering exceptional service to our users. You will collaborate closely with onboarding team, development teams, and Operations team to troubleshoot issues and implement solutions.

What will you be doing:

• Create a positive customer support experience and build strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers professionally.
• Mainly responsible for monitoring and maintaining the Company's core products such as Centroid Bridge, Hosting, and Risk Management (RMS) across multiple client setups.
• Maintain an excellent understanding of company's products and new releases.
• Handle all clients technical queries, work closely with clients, and be on the front line for any inquiry via email, chat, and phone in a timely manner.
• Diagnose and resolve complex technical issues related to network, trading, system setups, and configurations.
• Guide new clients throughout the onboarding journey, from requirement identification and planning to follow-up, handover, training, and ongoing post-go-live support.
• Provide guidance and training to Level 1 team to resolve issues efficiently and understand clients concerns or requests.
• Testing of new system features and catching potential bugs for further system improvement.
• Perform conformance testing on UAT with clients integrating to Centroid and LP where centroid is integrating with.
• Contribute to and maintain the knowledge base, documenting solutions and best practices for future reference.
• Collaborate with other departments such as Development team, Network team, and Operations through internal channels.
• Handle internal tasks, weekend tasks, and taking on-call schedules for emergency issues.
• Escalating issues and reporting to Senior Application Support Team or Head of Support, if needed.
• Work in a shift rotation with night shifts and Sundays for the Market Open duties.

What we are looking for:

Qualifications

• 2-5 years of experience in client-facing application or technical support
• Candidate must possess at least a Bachelor/College Degree in Computer Science, Company Engineering, Information Technology or equivalent

Technical Requirements

• Strong knowledge of Networking and TCP/IP
• General knowledge of computer systems
• Intermediate understanding of APIs
• Basic understanding of Virtual Machines and Physical Servers
• Proficiency in Microsoft Office (Word, Excel, PowerPoint) & Google Workspace (Docs, Sheets, Slides, Gmail, Drive)
• Familiarity with Communication Tools: Skype, Slack, Zoom, Microsoft Teams, and other messaging or collaboration applications
• Experience with Ticketing Systems: Jira or equivalent platforms
• Good knowledge of monitoring systems

Soft Skills Requirements

• Problem-solving mindset and troubleshooting skills
• Excellent in English communication skills both verbal and written
• Excellent customer interface skills
• Understanding of customer satisfaction principles and practices
• Good interpersonal communication skills
• Detailed-oriented approach with organizational skills having the ability to prioritize task accordingly
• Desire to continuously progress in terms of skills and expertise
• Ability to work as part of a team

It will be an advantage if you have

• Understanding of the financial markets and how online trading works for various assets
• Experience in trading platforms (MT4, MT5, Custom, etc.)
• Experience of working with Monitoring Systems (CheckMK, Zabbix, Grafana, etc.)
• Experience with Atlassian Products (Jira Software, Jira Service Management, Confluence, etc.)
• Knowledge or Exposure to FIX Protocol
• Previous experience working for technology provider, brokerage firms back or middle office