Client Support Analyst – Trading Systems
Location: London or New York City
Role Overview:
Join a fast-paced, global team supporting mission-critical trading platforms and infrastructure for financial institutions. This role combines direct client interaction with hands-on technical troubleshooting across order execution, market data, and post-trade processes.
You’ll collaborate with clients (including brokers, banks, and hedge funds) and internal teams (product, engineering, operations, and compliance) to resolve issues, improve workflows, and contribute to platform stability and client satisfaction.
This is an excellent opportunity for someone with foundational experience in financial technology who’s eager to deepen their knowledge in electronic trading systems and build a career at the intersection of trading and technology.
Key Responsibilities:
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Investigate and resolve first-line platform support issues within SLAs; escalate as needed with clear documentation and technical context.
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Manage day-to-day communication with clients, providing proactive updates and owning issues through to resolution.
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Log and track support tickets using internal service management tools (e.g., JIRA, Zendesk) for transparency and audit purposes.
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Build understanding of end-to-end trade flows — from market data ingestion and order entry to trade execution and STP confirmation.
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Replicate client issues in test environments; assist with regression testing and validating new platform functionality.
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Perform daily system health checks and collaborate on automation and monitoring enhancements.
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Engage with external vendors (e.g., data providers, clearing venues) to coordinate resolution of third-party-related issues.
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Contribute to internal documentation and training materials to support knowledge sharing across the team.
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Participate in support preparation for new product rollouts and infrastructure updates.
Experience & Knowledge:
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2+ years in a client support or application support role within a financial services or trading technology environment.
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Exposure to FX products (e.g., NDFs, Swaps, Forwards, FX Options) and/or interest rate products is preferred.
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Familiarity with FIX protocol – basic troubleshooting and log analysis.
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Comfort navigating Unix/Linux environments to access logs and monitor applications.
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Understanding of trade lifecycle concepts and market data workflows is a plus.
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Exposure to post-trade systems (e.g., MarkitWire, ICE Link, STP services) is desirable.
Skills & Tools:
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Analytical and logical thinking – especially when dealing with incomplete or ambiguous data.
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Strong written and verbal communication; able to clearly explain issues to both technical and non-technical stakeholders.
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Comfortable multitasking and prioritizing in a dynamic, high-pressure environment.
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Proficiency with SQL and Microsoft Excel; scripting skills (Python, Bash) are a plus.
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Familiarity with service desk tools (JIRA, ServiceNow, etc.) and ticketing best practices.
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Basic knowledge of networking principles and system monitoring tools is helpful.
You’ll Thrive If You:
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Enjoy solving complex problems and digging into technical issues.
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Are eager to learn and grow your expertise in trading systems and financial infrastructure.
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Value clear communication and teamwork in a global, collaborative setting.