Description

Key Skills: API, Cloud, Application Deployment, Debugging, Financial Markets, Technical Support, JIRA, JSON, Enterprise Software, Client Management

Good to Have Skills: AI Knowledge, Trade Life Cycle Knowledge, Banking domain expertise, regulatory frameworks knowledge, self-hosted application support, package delivery systems

Roles & Responsibilities:

• Own the triage and timely resolution of client queries ensuring SLAs are consistently met
• Build a strong understanding of the product to support wide range of client challenges from day-to-day usage to technical queries
• Triage and validate incoming tickets to ensure they are complete and investigation-ready including logs and environment details
• Manage the full ticket lifecycle within JIRA ensuring accurate updates time tracking and clear client communication
• Assess issue impact and urgency to assign appropriate priority levels and escalate where required
• Investigate and resolve issues across logs data feeds and client configurations including replicating scenarios where needed
• Collaborate with engineering product and knowledge teams to support client implementations and technical troubleshooting
• Support software release processes and ongoing client onboarding activities for smooth transitions
• Build strong client relationships developing understanding of their business challenges and platform requirements
• Contribute to continuous improvement of support workflows and processes to enhance efficiency and client experience

Experience Required: Financial markets experience is required with exposure to regulatory frameworks being beneficial. Experience supporting or implementing enterprise software in client-facing environment with strong technical capability for configuring and deploying components. Proven client management skills with experience building relationships in complex demanding organizations

Key Skills

Education

Any Graduate