Support Engineer (Trade Support)

As a Support Engineer, you'll be part of the front line of Trading Technologies global customer support organisation, providing technical support for the TT trading platform. You'll investigate client issues, troubleshoot technical problems, and work closely with senior support engineers, engineering teams and other internal stakeholders to deliver timely resolutions for our global client base.

This role provides the opportunity to develop deep technical knowledge across TT's products, supporting clients ranging from proprietary trading firms to Tier 1 financial institutions. You'll work as part of a global follow-the-sun support organisation, collaborating with colleagues across multiple regions to deliver a consistent, high-quality support experience. As a more experienced member of the L1 Support team, you'll also be expected to share your knowledge and help develop less experienced Support Engineers through day-to-day mentoring and guidance.

What Will You Be Involved With

Customer Support & Issue Resolution

• Respond to client enquiries via phone, support tickets and the customer portal.
• Investigate and troubleshoot technical issues affecting the TT platform.
• Perform technical analysis using available tools, documentation and knowledge articles.
• Resolve issues where possible and escalate more complex problems to senior engineers or other internal teams when appropriate.
• Take ownership of assigned cases, ensuring customers receive timely updates throughout the lifecycle of an issue.
• Deliver a professional, customer-focused experience, often in time-sensitive trading environments.

Incident & Problem Management

• Log and maintain accurate case information within ServiceNow, including investigation notes, troubleshooting performed and customer communications.
• Monitor open incidents to ensure timely follow-up and resolution.
• Identify recurring issues and highlight trends to senior engineers and team leads.
• Support post-incident reviews by providing accurate case history and customer impact information where required.

Communication & Collaboration

• Communicate clearly and professionally with clients throughout the investigation process.
• Collaborate with global support teams to ensure seamless handover across regions.
• Work closely with Engineering, Operations and other internal teams during investigations and escalations.
• Contribute to knowledge sharing, documentation and continuous improvement initiatives.
• Provide day-to-day guidance and technical support to less experienced Support Engineers, sharing knowledge and best practices to help develop the wider team.

Technical Responsibilities

• Use internal tools including ServiceNow, Slack, Confluence and Google Gemini to investigate issues and access technical knowledge.
• Review application logs, monitoring tools and diagnostic information to investigate platform behaviour.
• Build expertise across TT's products, trading workflows and supporting technologies.
• Develop a strong understanding of exchange connectivity, order routing and trading platform operations.

Work Expectations & Coverage

• Participate in a global follow-the-sun support model.
• Handle inbound calls, support tickets and client enquiries during assigned shifts.
• Participate in occasional weekend or holiday coverage for scheduled exchange testing, mock trading sessions or major incidents.
• Coordinate with colleagues to ensure continuous client coverage during planned absences and shift handovers.
• Help maintain service levels by communicating availability and coordinating desk coverage with the wider team.

Performance & Accountability

• Take ownership of assigned work and drive issues through investigation to resolution or appropriate escalation.
• Prioritise workload effectively while managing multiple client issues simultaneously.
• Produce accurate technical documentation and maintain high standards of case quality.
• Follow established support processes while identifying opportunities to improve team efficiency and customer experience.
• Demonstrate accountability, attention to detail and a proactive approach to problem solving.
• Act as a positive technical role model within the team, helping to raise technical capability through coaching, mentoring and knowledge sharing.

Company Wide Collaboration

• Work alongside experienced Support Engineers, Service Management, Engineering and Operations teams.
• Participate in cross-functional initiatives to improve products, tooling and support processes.
• Share technical knowledge and best practices across the global Support organisation.
• Support the onboarding and mentoring of new Support Engineers, helping them develop their technical knowledge and confidence in supporting the TT platform.

What Will You Bring to the Table

• Bachelor's degree in Computer Science, Finance, Economics or a related discipline, or equivalent industry experience.
• Experience in a technical support, financial technology or customer-facing technology role is advantageous.
• Strong analytical and troubleshooting skills with the ability to investigate complex technical issues.
• Excellent written and verbal communication skills in English.
• Good understanding of operating systems, networking fundamentals and general troubleshooting methodologies.
• Experience within electronic trading, capital markets, market operations or financial technology is advantageous.
• Exposure to scripting (PowerShell, Python or similar), FIX connectivity or trading platforms would be beneficial but is not essential.
• Demonstrated ability to mentor or coach colleagues, or a willingness to take on technical leadership responsibilities within the team.
• A willingness to learn, collaborate and continuously develop technical expertise.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.