Application Support Engineer - New York

Our client a global fintech business is seeking to hire an Application Support Engineer in New York.

Job Description

The Application Support Engineer role supports customer‑facing operations by responding to operational and business issues. This position is also responsible for planning, deploying, and supporting client implementations of the organization’s application products.

This role includes planning and executing weekend activities in coordination with the existing Monday‑through‑Friday support team. Responsibilities include performing software upgrades and migrations, processing client service requests, and providing application support via phone, email, and live chat.

The successful candidate will work full‑time hours across designated weekdays and one weekend day. A typical schedule consists of four weekdays plus one weekend day. An initial 8‑week training period will take place Monday through Friday.

Specific Duties

• Monitor production systems and analyze alerts to determine severity, business impact, and appropriate response strategies.
• Investigate system anomalies by correlating logs, metrics, and traces to identify root causes and remediation paths.
• Execute corrective actions such as service restarts, failovers, configuration adjustments, or rollbacks based on technical risk and business impact.
• Use independent judgment to balance response speed with technical risk, following industry best practices.
• Assess incident severity to determine when immediate action is required versus when to coordinate with engineering teams.
• Improve runbooks, operational procedures, and monitoring strategies based on operational insights.
• Plan and coordinate deployments, including risk assessment, validation strategies, KPI monitoring, and go/no‑go decisions.
• Plan and execute client implementations, including readiness assessments, dependency identification, deployment sequencing, and validation design.
• Evaluate client connectivity requirements and infrastructure readiness, recommending configuration and integration approaches.
• Collaborate with client‑facing teams to assess operational risks, define technical requirements, and determine handover readiness.
• Identify recurring operational patterns and design automation solutions to improve efficiency and reliability.
• Document operational decisions, rationale, and outcomes for auditability and continuous improvement.
• Lead post‑incident reviews and recommend process, monitoring, or architectural improvements.
• Analyze trade execution issues, pricing anomalies, and connectivity problems by reviewing FIX/API message flows.
• Validate client onboarding prerequisites such as API credentials, connectivity parameters, and configuration readiness.
• Evaluate connectivity issues with liquidity providers or platforms to determine root causes.
• Respond to client inquiries by diagnosing technical issues and providing solutions within SLA commitments.
• Identify opportunities for documentation, process, or engineering improvements based on recurring client issues.
• Ensure adherence to security best practices and change‑management procedures.
• Handle sensitive client credentials and configuration data in alignment with security frameworks.
• Exercise sound judgment in determining escalation urgency based on business impact, technical severity, and client criticality.

Required Skills

• 3+ years in production operations, site reliability engineering, or technical support for mission‑critical systems.
• Basic Linux administration and networking knowledge (diagnostics, troubleshooting, performance analysis).
• Experience with monitoring and observability tools.
• Strong analytical skills for complex technical issues and decision‑making under time pressure.
• Clear written and verbal communication for documentation and client interaction.
• Scripting experience (Python, Bash, PowerShell, or similar) for automation and reporting.
• Experience supporting or onboarding technical client integrations.
• Familiarity with bridging, aggregation, and reporting integration patterns (or ability to learn quickly).

Preferred / Attractive Skills

• Experience with real‑time data or financial technology environments.
• Familiarity with container platforms (Docker, ECS, Kubernetes).
• Experience with streaming/messaging systems (Kafka, Kinesis, etc.).
• Basic performance troubleshooting skills.
• Foundational security best practices.
• VMware virtualization experience.
• Experience administering MetaTrader (MT4/MT5) or related systems.
• Advanced PowerShell or programming experience (Go, Java, .NET).
• Experience supporting financial services clients in production environments.
• Knowledge of financial markets concepts (pricing, spreads, order flow).
• Brokerage middle/back‑office operational experience.
• Experience automating repetitive operational tasks.