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.
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.
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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.
- Confidence communicating with traders, financial institutions and technical stakeholders in high-pressure situations.
- 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.
Career Development
Build expertise supporting one of the world's leading electronic trading platforms, with opportunities to progress into specialist product support, technical leadership or senior engineering roles.
Global Exposure
Work directly with proprietary trading firms, brokers, exchanges and Tier 1 financial institutions across global markets.
Collaborative Culture
Be part of a highly experienced international support organisation that values teamwork, technical excellence and continuous learning.
Meaningful Work
Support business-critical trading systems where your work has a direct impact on clients operating in global financial markets.
Trading Technologies is an established global technology company delivering mission-critical trading solutions to the world's leading financial institutions.
We offer:
- An exciting growth environment supported by continued investment and product innovation.
- A comprehensive suite of market-leading trading technologies across multiple asset classes.
- A collaborative culture that encourages learning, innovation and professional development.
- Competitive compensation and a comprehensive benefits package.
- Opportunities to work with experienced colleagues across Engineering, Product Management, Operations and Client Services on a truly global scale.
Competitive Benefits & Perks in India We offer a comprehensive benefits package designed to support your well-being, growth, and work-life balance.
- Health & Financial Security:
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Medical, Dental, and Vision coverage
- Time Off & Flexibility:
- Enjoy the best of both worlds: the energy and collaboration of in-person work, combined with the convenience and focus of remote days. This is a hybrid position requiring three days of in-office collaboration per week, with the flexibility to work remotely for the remaining two days. Our hybrid model is designed to balance individual flexibility with the benefits of in-person collaboration, enhanced team cohesion, spontaneous innovation, hands-on mentorship opportunities and strengthens our company culture.
- 21 days of Paid Time Off (PTO) per year, with the option to roll over unused days.
- One dedicated day per year for volunteering.
- Two professional development days per year to allow uninterrupted professional development.
- An additional PTO day is added during milestone anniversary years.
- Robust paid holiday schedule with early dismissal.
- Generous parental leave for all parents (including adoptive parents).
- Work-Life Support & Resources:
- Budget for tech accessories, including monitors, headphones, keyboards, and other office equipment.
- Milestone anniversary bonuses.
- Wellness & Lifestyle Perks:
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Subsidy contributions toward gym memberships and health/wellness initiatives.
- Our Culture:
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Forward-thinking, culture-based organization with collaborative teams that promote diversity and inclusion.
Trading Technologies (www.tradingtechnologies.com) is a global capital markets platform services company providing market-leading technology for the end-to-end trading operations of Tier 1 banks, brokerages, money managers, hedge funds, proprietary traders, Commodity Trading Advisors (CTAs), commercial hedgers, and risk managers. With its roots in listed derivatives, the Software-as-a-Service (SaaS) company delivers “multi-X” solutions, with “X” representing asset classes, functions, workflows, and geographies. This multi-X approach features trade execution services across futures and options, fixed income, foreign exchange (FX), and cryptocurrencies, augmented by solutions for data and analytics, including transaction cost analysis (TCA); quantitative trading; compliance and trade surveillance; clearing and post-trade allocation; and infrastructure services. The award-winning TT platform ecosystem also helps exchanges deliver innovative solutions to their market participants and technology companies to distribute their complementary offerings to Trading Technologies’ clients.
Trading Technologies is backed by leading global investment firms Thoma Bravo, one of the world’s largest and most experienced software investors, and 7Ridge, a global growth equity firm focused on technology-enabled businesses.
This investment supports Trading Technologies’ continued focus on product innovation, platform scalability, and long-term growth for customers and partners worldwide.
Trading Technologies (TT) is an equal-opportunity employer. Equal employment has been, and continues to be, a required practice at the Company. Trading Technologies’ practice of equal employment opportunity is to recruit, hire, train, promote, and base all employment decisions on ability rather than race, color, religion, national origin, sex/gender orientation, age, disability, sexual orientation, genetic information, parental status, veteran, or any other protected status. Additionally, TT participates in the E-Verify Program for US offices.
Trading Technologies is a Software-as-a-Service (SaaS) technology platform provider to the global capital markets industry. The company’s award-winning TT® platform connects to the world’s major international exchanges and liquidity venues in listed derivatives alongside a growing number of asset classes, including fixed income and cryptocurrencies. The TT platform delivers advanced tools for trade execution and order management, market data solutions, analytics, trade surveillance, risk management, and infrastructure services to the world’s leading sell-side institutions, buy-side firms, and exchanges. The company’s blue-chip client base includes Tier 1 banks as well as brokers, money managers, hedge funds, proprietary traders, Commodity Trading Advisors (CTAs), commercial hedgers, and risk managers. These firms rely on the TT ecosystem to manage their end-to-end trading operations. In addition, exchanges utilize TT’s technology to deliver innovative solutions to their market participants. TT also strategically partners with technology companies to make their complementary offerings available to Trading Technologies’ global client base through the TT ecosystem.
