Application Support Engineer

Job Description: The Application Support Engineer is a part of the support team, which is mainly
responsible for monitoring, and maintaining the Centroid systems across multiple client setups. The
role involves responding to clients' queries and troubleshooting any issues or concerns related to the
systems. Additionally, the job requires planning, deployment and ongoing maintenance of Centroid
products and services. . Mainly responsible for monitoring and maintaining the Centroid Bridge, Hosting, and Risk
Management (RMS) across multiple client setups.
. Handle all day-to-day clients' technical queries and work closely with clients and be on the
front-line for any inquiry via email, chat and phone in a timely manner.
. Investigate and resolve clients' issues that are related to trading, system setups, and
configurations.
. On-boarding new clients from planning, information gathering, following up, handover and
continuous post go-live maintenance and support
. Work in a shift rotation with night shift and Sundays for the Market Open duties.
. Documenting and updating knowledge wiki or updating any existing internal wiki for support
team to handle recurring issues or concerns.
. 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 with a professional attitude.
. Collaborate with other department such as Development team, Network team, and Operations
through multiple internal channels.
. Following an escalation chain, maintaining communication with the team, and ensuring that
requests and queries are resolved in a timely manner Escalating to Level 2 Team or Senior
Support Team, if needed.