Sr. Support Engineer

Incident ManagementRemote, New York, New York

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Description

Job Title: Sr. Support Engineer (L2/L3)
Experience: 3–5 Years
Location: Remote (EST Hours)
Work Hours: Must be available in-office before 8:00 AM EST
Role Overview
We are looking for a highly motivated Support Engineer (L2/L3) to join the Derivatives & Liabilities Engineering team, supporting a critical FX trading and hedging platform.
This role is a hybrid of trade support and platform engineering, where the individual will act as the first line of trade support during New York trading hours, while also contributing to ongoing development and performance improvements of the hedging platform.
Key Responsibilities
Trade & Production Support
  • Act as the first line of trade support for FX hedging and trading activities during NY hours
  • Provide L2/L3 support for live production issues impacting trading workflows
  • Quickly troubleshoot and resolve time-sensitive issues affecting trade execution
  • Monitor platform health and ensure minimal disruption to trading operations
Ticketing & Incident Management
  • Capture issues reported via Email and Microsoft Teams and log them in Jira
  • Perform triaging, prioritization, and impact assessment of all incoming tickets
  • Track issues through to closure, coordinating with relevant teams as needed
  • Conduct detailed Root Cause Analysis (RCA) for production incidents
Platform Engineering & Enhancements
  • Contribute to ongoing development of the hedging platform
  • Identify opportunities for performance optimization and system improvements
  • Work on platform enhancements, bug fixes, and minor feature development
  • Drive automation and efficiency improvements in support processes
Technical Skills Required
Must-Have
  • Strong expertise in SQL (advanced level)
    • Ability to handle complex queries, large datasets, and performance tuning
    • Experience with data-intensive financial platforms preferred
  • Hands-on experience in L2/L3 production support environments
  • Experience with Jira or similar ticketing tools
  • Strong debugging, analytical, and problem-solving skills
Good-to-Have
  • Working knowledge of Python (Flask / FastAPI) or willingness to learn
  • Exposure to distributed systems or microservices architecture
Domain Knowledge (Preferred)
  • Understanding of FX Trading and Hedging
  • Familiarity with:
    • Derivatives and liabilities management
    • FX hedging workflows and lifecycle
    • Trade booking and execution processes
    • Workflow-driven trade execution systems
Soft Skills
  • Strong ownership, accountability, and sense of urgency
  • Ability to operate effectively in a time-critical trading environment
  • Excellent communication and stakeholder management skills
  • Strong prioritization and multitasking abilities

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