Front Office Support Engineer

Role Overview

Liquidnet Americas is seeking a mid-level 'Front Office Support' representative to provide top-level service to the business and customer base. The role involves providing application support and troubleshooting for traders and clients, responding to urgent queries, and collaborating with trading, sales, and technology teams.

Role Responsibilities

• Provide daily application support and troubleshooting for traders and clients using proprietary tools, escalating issues to development teams as necessary.
• Respond to urgent queries from trading desks and clients, ensuring timely escalation and resolution.
• Analyze and resolve issues related to order routing and trade flow.
• Identify and resolve technical or operational issues in a complex environment with various trading platforms and architecture; liaise with technology teams for fixes.
• Provide functional and technical expertise and promote maintainable and quality solutions which includes documenting system requirements and documentation of support run book.
• Communicate with users regarding application outages and upcoming events like releases and projects.
• Respond to end users within the timeframe dictated by the severity of the problem, document and track.
• Manage team communication channels, queues, and mailboxes to ensure timely and prioritized action on requests.
• Adhere to incident and problem management procedures, analyzing trends and patterns.
• Assist in product testing and project-related tasks.
• Contribute to the 'follow the sun' support model by collaborating with global teams in APAC and EMEA.
• Conduct regional start-of-day health checks to ensure platform processes are operational and all members are connected.
• Occasionally work weekends for major upgrades or out-of-hours testing.

Experience / Competencies

• At least 3 years hands-on support experience within a financial institution (buy-side, sell-side, venue/platform provider)
• Solid application support experience within a Linux environment
• Excellent working knowledge of the FIX protocol
• Excellent understanding of Futures & Options markets and listed derivatives workflows
• Automation and scripting experience
• Proven experience of MSSQL, Oracle and Sybase database environments, including complex query-writing
• Proven experience of supporting Windows Server environments
• Experience in troubleshooting network problems: i.e. firewall and routing problems
• Working knowledge of industry-standard Order Management Systems such as TT, Fidessa
• Automation and scripting experience (PERL, Python, Powershell, Bash etc)
• Proven experience of managing cloud-based infrastructure and services, including AWS, Azure, or Google Cloud Platform
• Hands-on experience with containerization technologies like Docker and orchestration platforms like Kubernetes
• Exposure to client/venue technical FIX onboarding
• Experience supporting message-based architecture (Solace, Tibco, MQ etc)
• Experience with industry-standard monitoring tools (ITRS, Prometheus or similar)
• Familiarity with industry-standard monitoring tools (e.g., ITRS). ServiceNow, Control-M and Elastic (ELK stack) familiarity
• Proven experience in managing cloud-based infrastructure and services, including AWS, Azure, or Google Cloud Platform
• Exposure to industry-standard monitoring tools (e.g., ITRS). ServiceNow, Control-M and Elastic (ELK stack) familiarity
• Experience with Site Reliability Engineering (SRE) practices, including monitoring, incident response, and post-mortem analysis

Person Specification

• Ideal for someone who thrives under pressure in a front-office support role, supporting business growth and enhancing support functions
• Motivated self-starter with a strong sense of ownership
• An analytical, disciplined problem-solver
• Driven by customer satisfaction and support excellence
• Strong organizational skills
• Capable of communicating confidently with stakeholders at all levels, including technical teams, clients, traders, quants, and executives
• Committed to adhering to Service Level Agreements (SLAs) and minimizing Mean Time to Resolve (MTTR)
• Team-oriented with a willingness to participate in new projects and assist other departments
• Demonstrates core business values through day-to-day work ethic
• Flexible regarding working hours

Role Band & Level

Professional, 4
Annual Salary: Up to $130K (Commensurate with experience)