Hello
Product Support Engineer
Location: NYC, NY (two days hybrid)
Interview: Teams with final round in person possible (must be agreed upon at submittal)
Exp Level: 10+ years
Duration: 12 months +
Please supply birth month an day and last four of SSN
Assessment link:
Description:
Role Description:
In this role you will be responsible for the stability, support and continuous improvement of technology platforms that enable the Rates and Credit trading businesses. You will serve as the primary liaison between Front Office users, technology teams, infrastructure groups, vendors, and control functions, ensuring the reliable operation of critical trading, pricing, risk, pnl and electronic execution platforms.
This position combines hands-on production support, platform ownership, incident management, problem management, change management, release management, DR management, project delivery and business engagement, with a strong focus on maintaining a high availability trading environment and delivering technological solutions that support business growth.
Key responsibilities:
- Provide day-to-day support for Fixed Income Rates and Credit trading platforms.
- Monitor critical production systems, interfaces, market connectivity, pricing feeds, and electronic trading workflows.
- Manage and resolve production incidents, coordinating across development, infrastructure, networking, market data vendors, and business users.
- Lead root cause analysis and drives corrective actions following production issues.
- Ensure adherence to support procedures, escalation protocols, and operational controls.
- 24x7 availability depends on business demand.
- Act as a primary technology contact for traders, sales, middle office, and operations teams.
- Parter with business stake holders to understand requirements, prioritize production enhancements, and identify opportunities for automation.
- Communicate postmortem reports, platform status, incidents, project updates, and operational risks to senior management and business leadership.
- Produce regular operational and service-level reporting for stakeholders.
- Monitor electronic order flow, trade execution performance, and connectivity health.
- Coordinate onboarding activities with trading venues, brokers, vendors and counterparties.
- Coordinate testing, release planning, deployment activities, and post-implementation validation.
- Ensure production readiness and operational supportability or new releases.
- Maintain strong operational controls across supported platforms.
- Support audit, compliance and user access review activities.
- Document support procedures, recovery processes, and system dependencies.
- Identify operation risk and implement preventive controls to improve platform resilience.
Preferred Qualifications:
- 8+ years of experience in Front Office application support.
- Experience supporting Rates and Credit related Fixed Income products.
- Familiarity with electronic execution venues and market data platforms.
- Working knowledge of SQL, scripting, monitoring tools, and troubleshooting.
- Experience with regulatory and control frameworks application to Front Office Technology organizations.
- Incident management and problem-solving
- Real-time debugging and troubleshooting
- Creating dashboards and generate stability reports
- Strong communication and stakeholder management skills
- Analytical and proactive mindset with ownership of issue resolution.
- Ability to work on-call and adhere to scheduled rotations for system support and maintenance.
- Monitoring tools: Prometheus, Grafana, Logic Monitor, eG, Geneos/ITRS or related tools.
- Job schedulers: Autosys
- Databases: MSSQL, SQL Server, Oracle
- Application performance monitoring and log analysis
- ITIL processes: Incident, problem, and change management
- Scripting for automation: Python, Bash, PowerShell
