Hybrid Support Engineer

at Trading Technologies

• Job title: Support Engineer
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: ₹1,400,000 - ₹2,000,000 per year
• Degree requirement: Bachelor's Degree
• Tech skills: ServiceNow
• Location requirements: Hybrid, Ahmedabad GiftCity, India

About the role

• Support Engineer providing client service on the Trading Technologies platform, resolving inquiries and issues related to trading technology with a focus on customer support.

Responsibilities

• Respond to client inquiries via phone, trading platform tickets, or the customer support portal.
• Perform initial investigation and triage using available tools and documentation.
• Follow playbooks and standard operating procedures to resolve straightforward issues.
• Escalate complex or recurring issues to senior engineers or other teams when appropriate.
• Maintain a professional, client-focused attitude when assisting customers, often under time-sensitive conditions.
• Log and document all cases accurately in ServiceNow, including troubleshooting steps and status updates.
• Track open incidents to ensure timely follow-up and resolution.
• Contribute observations on recurring issues or improvement opportunities to team leads.
• Communicate clearly and professionally with clients, providing updates on issue progress.
• Collaborate with other support engineers and internal escalation teams to ensure smooth handover of cases.
• Participate in knowledge sharing, internal discussions, and training sessions to enhance team effectiveness.
• Use internal tools such as ServiceNow, Slack, Confluence, and Google Gemini for ticketing, communication, and knowledge reference.
• Learn to review application logs and alerts using available tools (training provided).
• Develop familiarity with TT’s trading platform components and workflows through structured learning and mentorship.
• Be available and responsive during assigned working hours, handling inbound calls and tickets.
• Participate in occasional weekend or holiday coverage for mock trading sessions or critical incidents.
• Coordinate with team members to ensure consistent client coverage during PTO or shift changes.
• Notify the team when stepping away from desk coverage to maintain continuous service availability.
• Take ownership of assigned tickets and ensure customers receive timely and accurate communication.
• Maintain attention to detail in documentation and case handling. Manage priorities effectively under guidance from senior staff.
• Follow established workflows, policies, and service standards to ensure consistent delivery quality.
• Work closely with senior support engineers and operations teams for escalations and monitoring.
• Support post-incident reviews by providing accurate case history and customer impact information when requested.
• Participate in cross-team learning to broaden understanding of TT’s systems and services.

Requirements

• Bachelor’s degree or equivalent experience in a relevant field
• Strong analytical and problem-solving skills with an eagerness to learn technical concepts.
• Excellent written and verbal communication in English.
• Comfortable speaking with clients, including traders and financial institutions.
• Familiarity with ticketing tools (e.g. ServiceNow, Jira) preferred.
• Interest in financial markets or trading technology is a plus.
• Basic technical understanding (e.g. operating systems, networking, or scripting) advantageous but not required.
• Willingness to occasionally work weekends or holidays for scheduled activities.

Benefits

• TT is a company in an exciting growth phase, having benefited from new ownership and investment over the last 5 years.
• A compelling suite of products, and plans for significant product development in 2026 and onwards.
• An established and mature core product offering, with a well known and well respected brand identity.
• A dynamic and positive company culture that fosters employee growth and rewards results.
• A comprehensive benefits package.