Client Support Engineer

Responsibilities:

• Be the first point of contact with Buy-Side and Sell-Side clients
• Take ownership of support queries until resolution, ensuring professional communication with the client in line with our SLA
• Create and follow up on tickets in collaboration with product and technical teams
• Actively monitor the platform, leveraging and improving existing log collection and alerting tools
• Identify and troubleshoot incidents to ensure a prompt system recovery
• Perform and improve morning checks ensuring application stability and reliability before market hours
• Experience in using, implementing log collection tools such as Kibana, Splunk is a plus

• Location:

  This is a full-time position based in Hong Kong, Central.

  Client Exposure:

  • Minimum 5 years experience in a client-facing application support position:

  - Management of client interaction / support cases

  - Problem tracking and resolution

  • Strong Client focus:

  - Excellent verbal and written communications skills are essential, English is a must.

  - Ability to communicate efficiently with external counterparties (email and verbal)

  - Build trusted partnerships

  Technical:

  • Good command of system documentation best practices using Atlassian suite

  • Good analytical, problem-solving, and decision-making skills

  • Data mining / SQL scripting

  • Familiar with basic commands in Linux environment

  • Experience in supporting connectivity layer is a plus (FIX connectivity)