Senior Technical Support Analyst in United States at Jobgether
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Job Description
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Technical Support Analyst based in United States.
This role sits at the intersection of high-touch customer support and complex financial trading technology, ensuring the stability and performance of mission-critical electronic trading systems. The position involves acting as a senior escalation point for technical incidents while supporting clients and internal teams in resolving issues tied to trading workflows and system integrations. You will work closely with development, service management, and external stakeholders to maintain service quality and drive continuous improvement. The environment is fast-paced, SLA-driven, and highly collaborative, requiring strong analytical thinking and calm execution under pressure. This role also plays a key part in improving incident management practices, knowledge systems, and operational processes. It is an excellent opportunity for an experienced support professional with deep exposure to financial markets and FIX-based trading systems. The position follows US West Coast working hours with US holidays.
- Provide advanced Level 2 technical support for electronic trading systems, ensuring timely resolution of incidents within SLA frameworks.
- Act as a senior escalation point for customers, internal teams, and third-party vendors on complex service issues.
- Lead incident management activities, including coordination of major incidents and resolution of stalled or breached tickets.
- Maintain and enhance knowledge base content, service documentation, and operational support tools.
- Deliver customer service reporting, performance metrics, and incident summaries on a regular and ad hoc basis.
- Ensure adherence to ITSM processes, change control procedures, and service management standards.
- Collaborate with development and support teams to identify service improvements and drive process optimization.
- Provide guidance, coaching, and training to junior support staff to strengthen team capability.
- 8+ years of experience supporting electronic trading platforms or financial services applications in a technical support environment.
- Strong expertise in the FIX protocol (versions 4.2–5.0) and trading message workflows across asset classes such as equities and FX.
- Solid understanding of capital markets, trading systems, and end-to-end trade lifecycle processes.
- Experience configuring, deploying, and supporting trading solutions, including workflow definition and client deployments.
- Strong ITIL-based service management experience, including incident, problem, and change management processes.
- Proficiency with support and CRM tools such as ServiceNow, Jira Service Desk, or similar platforms.
- Technical skills including scripting, Unix/Linux (bash), and basic software testing capabilities.
- Strong communication and stakeholder management skills with the ability to work across technical and non-technical teams.
- Ability to mentor junior engineers and contribute to team development and knowledge sharing.
- Competitive compensation aligned with senior technical support expertise
- Remote work setup with structured US West Coast working hours
- Exposure to advanced electronic trading systems and global capital markets
- Opportunity to work on mission-critical, high-impact financial technology platforms
- Collaborative environment working closely with engineering, product, and client teams
- Career development opportunities in financial technology and trading systems support
- Structured, process-driven environment with strong emphasis on operational excellence
- Paid US holidays and standard benefits aligned with employment regulations.