Trade Support Engineer

4 weeks ago

New York, United States Rossiter Talent Co. Full time

About

My client is an exciting FinTech that has developed a digital asset trading infrastructure for institutional investors.


The role

My client is seeking a Trade Support Engineer to join their Client Delivery team in New York. In this role, you will be responsible for providing technical customer support, managing support workflows, and addressing problem-solving requirements, collaborating closely with the Engineering Team.


Experience Required

  • Experience supporting financial trading systems and software (OMS/EMS)
  • Strong SQL experience
  • Experiencing supporting customers with technical and product issues
  • Coordinating and implementing the OMS/EMS Platforms, which involves integrating with third parties such as execution platforms, custodians, and exchange administrators.
  • Knowledge and enthusiasm for blockchain technology and cryptocurrency
  • Strong product knowledge in FX and related markets
  • Strong emphasis on control and comprehension of valuation challenges, risk, and pricing.
  • Extensive knowledge of the full front-to-back trade processing cycle
  • A strong team player with the capacity to function effectively under pressure
  • Capable of establishing productive working relationships with other departments within the organisation.


Responsibilities

  • Assist customers by investigating, troubleshooting, and resolving their issues through live chat and email support.
  • Take ownership and be accountable for providing solutions to support and benefit customers
  • Effectively handle, prioritise, and address customer inquiries, issues, and escalations across Tier 1-3 levels.
  • Interact with clients and work together with third parties and partners as needed to provide feedback on their products and services.
  • Provide input to product and engineering teams regarding enhancements to products and services, as well as technical issues.
  • Collect customer needs and communicate suitable technical and non-technical remedies.
  • Take proactive steps to initiate and lead significant changes across support workflows, policies, and tools.
  • Help with customer onboarding and foster customer relationships

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