Job Location: Bangalore Exp: 2-4 Yrs
Job Title: Support Engineer- Night Shift
About TradeLab
TradeLab is a leading fintech technology provider, delivering cutting-edge solutions to brokers, banks, and fintech platforms. Our portfolio includes high-performance Order & Risk Management Systems (ORMS), seamless MetaTrader integrations, AI-driven customer engagement platforms such as PULSE LLaVA, and compliance-grade risk management solutions. About the Role We are seeking experienced Application Support Engineers to join our client-facing support team. The ideal candidate will be the first point of contact for client issues, ensuring timely resolution, clear communication, and high customer satisfaction in a fast-paced trading environment.
Key Responsibilities
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Act as the primary contact for clients reporting issues related to trading applications and platforms.
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Log, track, and monitor issues using internal tools and ensure resolution within defined TAT (Turnaround Time).
- Liaise with development, QA, infrastructure, and other internal teams to drive issue resolution.
- Provide clear and timely updates to clients and stakeholders regarding issue status and resolution.
- Maintain comprehensive logs of incidents, escalations, and fixes for future reference and audits.
- Offer appropriate and effective resolutions for client queries on functionality, performance, and usage.
- Communicate proactively with clients about upcoming product features, enhancements, or changes.
- Build and maintain strong relationships with clients through regular, value-added interactions.
- Collaborate in conducting UAT, release validations, and production deployment verifications.
Assist in root cause analysis and post-incident reviews to prevent recurrences.
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Must-Have Qualifications
- Bachelor's degree in Computer Science, IT, or related field.
- 2+ years in Application/Technical Support, preferably in the broking/trading domain.
- Sound understanding of capital markets – Equity, F&O, Currency, Commodities.
- Strong technical troubleshooting skills – Linux/Unix, SQL, log analysis.
- Familiarity with trading systems, RMS, OMS, APIs (REST/FIX), and order lifecycle.
- Excellent communication and interpersonal skills for effective client interaction.
- Ability to work under pressure during trading hours and manage multiple priorities.
Customer-centric mindset with a focus on relationship building and problem-solving.
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Good-to-Have Skills
- Exposure to broking platforms like NOW, NEST, ODIN, or custom-built trading tools.
- Experience interacting with exchanges (NSE, BSE, MCX) or clearing corporations.
- Knowledge of scripting (Shell/Python) and basic networking is a plus.
Familiarity with cloud environments (AWS/Azure) and monitoring tools.
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Why Join Tradelab?
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Innovative Environment: Join a fast-growing fintech leader at the forefront of transforming the Indian and global brokerage ecosystem with cutting-edge technology.
- Ownership & Impact: Take full ownership of a high-potential territory (Western India) with direct visibility to senior leadership and the opportunity to shape regional growth.
- Cutting-Edge Solutions: Gain hands-on experience with next-generation trading infrastructure, AI driven platforms, and compliance-focused solutions.
- Growth Opportunities: Thrive in an entrepreneurial role with significant learning potential, professional development, and a steep growth trajectory.
