Senior Application Support Engineer

2 months ago

somerville, United States firstPRO, Inc Full time

The Senior Application Support Engineer position supports customer-facing operations by responding to operational and business issues. In addition to technical responsibilities, this role includes leading a small team, ensuring operational excellence, and driving continuous improvements. This position is responsible for planning, deploying, and supporting client implementations of our products.

Specific Duties:

  • Lead and mentor a small team of Application Support Engineers, providing guidance, training, and performance management.
  • Manage the team's daily operations, ensuring timely and accurate resolution of customer issues in alignment with company SLAs.
  • Collaborate with other departments (e.g., CSM, Sales, Billing, Development, IT, etc) to drive the resolution of complex client issues and improve product offerings.
  • Conduct regular team meetings to review progress, address challenges, and ensure alignment with organizational goals.
  • Act as a point of escalation for critical issues, providing strategic input and directing the team on best practices for issue resolution.
  • Monitor and analyze team performance metrics to identify areas for improvement and ensure service quality.
  • Coordinate the on-call schedule and provide support during high-priority incidents.
  • Foster a collaborative and supportive work environment, encouraging team growth and professional development.
  • Support change management and incident review processes, ensuring lessons learned are incorporated into future workflows.

Technical Duties:

  • Provide customer support in accordance with company SLAs via email, phone, or live chat.
  • Act as a technical first responder. Triage technical issues across multiple infrastructure levels (network, OS, application). Prioritize and escalate issues according to the severity and details of each case.
  • Analyze logs, FIX messages, and other primary sources to determine the root cause of trading and quoting issues.
  • Manage upgrades and migrations and related application software. Perform system check-out after the process is completed.
  • Develop subject matter expertise and be an ambassador of digital asset knowledge within the team.
  • Work with clients to appropriately configure each aspect of their application, including liquidity provider details, order routing configuration, trading platform connectivity, and prime broker give-up arrangements.

Required Skills:

  • Proven leadership experience in a support or technical role, with the ability to manage and develop a small team.
  • Excellent verbal and written communication skills and high attention to detail.
  • Ability to process multiple client communication streams and make high-quality decisions under pressure.
  • Desire and ability to learn new skills and tools, and enthusiastically take on new opportunities and tough challenges.
  • High proficiency level (power user) with Microsoft Windows OS.
  • 5+ yr experience supporting clients in the financial services industry.
  • Understanding of FIX protocol.
  • Basic knowledge of TCP/IP and Networking.
  • Basic knowledge of SQL (PGSQL, MYSQL).

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