Application Support ( Client facing )

A fintech product company is now looking for an application support to troubleshoot system issues throughout the trade life cycle.

Customer Onboarding & Solution Delivery

1. Manage the full onboarding lifecycle for new clients, including environment setup, platform configuration, connectivity establishment, integration validation, and production go-live activities.
2. Partner closely with Customer Solutions teams to convert solution architecture into structured implementation and deployment plans.
3. Participate in early-stage solution discussions to understand client requirements, integration flows, trading behavior, and technical architecture before deployment execution.
4. Coordinate onboarding activities across Platform Engineering, Application SRE, and R&D teams to ensure successful delivery within agreed timelines.
5. Validate production readiness through successful client-side testing and test trade execution before transitioning accounts into BAU operations.
6. Support onboarding of additional product modules and enhancements for existing clients, including testing, configuration, and client validation.

Configuration Management & Platform Changes

1. Take ownership of post-production configuration requests, including liquidity provider connectivity updates, pricing configuration changes, risk parameter adjustments, entitlement management, and environment modifications.
2. Evaluate the downstream impact of configuration updates on trading workflows, integrations, and client systems prior to implementation.
3. Perform production changes with proper validation procedures, rollback strategies, and client communication.
4. Maintain accurate client configuration documentation to ensure operational transparency across teams.
5. Identify repetitive operational tasks and collaborate with engineering teams to automate recurring configuration processes.

Technical Investigation & Incident Resolution

1. Lead investigations for high-complexity technical issues beyond first-level support, including latency concerns, service disruptions, trading discrepancies, integration failures, and data inconsistencies.
2. Troubleshoot across APIs, microservices, market data infrastructure, configuration layers, and client integration points.
3. Work alongside domain specialists across Retail FX, BankFX, and Digital Asset products to deepen investigation coverage when required.
4. Reconstruct incident timelines using logs, metrics, traces, and trade/order data to determine root cause efficiently.
5. Provide comprehensive escalation analysis to Application SRE or Infrastructure SRE teams, including investigation findings, attempted resolutions, and suspected causes.
6. Maintain ownership of SLA tracking and client communication throughout the full incident lifecycle.
7. Conduct post-incident reviews for recurring issues and contribute improvements to operational runbooks and future product enhancements.

Client Engagement & Stakeholder Management

1. Act as the primary technical point of contact for assigned strategic clients.
2. Manage ongoing technical communication and relationship support for key customer accounts.
3. Contribute technical insights during quarterly reviews, growth discussions, and operational risk assessments.

Documentation, Mentorship & Knowledge Sharing

1. Develop and maintain operational runbooks covering new issue patterns, troubleshooting approaches, and configuration procedures.
2. Mentor junior support engineers on technical investigation practices, product understanding, and stakeholder communication.
3. Support internal enablement initiatives through training sessions and knowledge-sharing materials.

Automation & Operational Efficiency

1. Design and implement automation solutions for onboarding workflows, operational support tasks, and configuration management.
2. Utilize scripting and AI-enabled tools to streamline manual processes, improve consistency, and enhance operational reliability.

Qualifications

Required

1. 5+ years of experience in Customer Engineering, Technical Account Management, Production Support, or similar client-facing technical roles within fintech or B2B SaaS environments.
2. Practical experience supporting FX trading platforms, market data systems, pricing engines, or order management solutions.
3. Proven experience leading complex onboarding and deployment projects across multiple teams and regions.
4. Strong troubleshooting capability across APIs, distributed systems, client integrations, logs, monitoring metrics, and tracing tools.
5. Experience managing production configuration changes with appropriate validation, risk assessment, and rollback planning.
6. Excellent communication skills with the ability to engage both technical and non-technical stakeholders effectively.
7. Comfortable operating within SLA-driven environments and priority-based support models.
8. Hands-on scripting experience using Python, Bash, or similar technologies, with familiarity in deployment and monitoring tools.

Preferred

1. Exposure to Retail FX, Institutional FX, or Digital Asset trading environments.
2. Familiarity with AI-driven tooling and operational automation frameworks.
3. Experience using CRM platforms, ticketing systems, and modern support workflow tools.
4. Prior mentoring or team leadership experience within technical support or operations teams.
5. Understanding of institutional client environments where reliability, compliance, and operational trust are critical.