Support Engineer (Trade Support)

What Will You Be Involved With?

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

What Will You Bring to the Table?

• 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.