L2 Support Specialist - EMEA

Trading Technology Support

E-Trading Solutions

London (remote)

Cititec Talent is partnered with a leading international provider of advanced electronic trading technology to prominent capital markets organizations worldwide.

In this role, you will collaborate with our Professional Services team in deploying and supporting electronic trading solutions built using the RA Platform development framework. Your primary responsibility will be to coordinate and execute various support activities crucial for meeting our support commitments and managing customer needs effectively. This role entails providing senior level 2 technical support, engaging directly with customers, and collaborating with internal and potentially 3rd party teams.

Key Responsibilities:

• Provide service management support within an SLA framework
• Act as an escalation point for service problems
• Maintain and manage toolsets and Knowledge Base content
• Deliver agreed Customer Service reports
• Ensure compliance with policy and standard operating procedures

Key Accountabilities:

• Coordinate incident management activities
• Ensure effective functioning of Incident Management processes
• Provide expert advice in incident resolution
• Monitor and resolve stalled or breached jobs
• Review and recommend changes to support processes

Skills Required:

• 8+ years of experience in capital markets technology
• Strong knowledge of electronic trading life cycle and workflow
• Familiarity with FIX messaging protocol and transport protocols
• Experience with service CRM tools and structured support processes
• Technical documentation and software testing skills
• General knowledge of infrastructure, cloud, and networking
• Excellent verbal and written communication skills

If you're passionate about making a difference and thrive in a dynamic fintech environment, we want to hear from you.