Application Support Specialist

Customer Support Associate – eServices

Role Overview

eServices is a global, customer-facing technology support team operating across EMEA, APAC,

and the US. The team supports a suite of fully electronic trading platforms under the FMX brand,

operating on a 24/5 basis across trading applications, market data, middle office systems, and post-trade processing. This role is responsible for delivering first-line support across multiple platforms and asset classes, ensuring the timely investigation and resolution of client and system issues within a fast-paced, time-sensitive trading environment. Working as part of a global, shift-based team, the successful candidate will collaborate with internal stakeholders and external clients, combining technical expertise with strong communication and client engagement skills.

Responsibilities

• Provide first-line support across trading platforms, managing incidents end-to-end within SLA.
• Own and drive investigations from triage through to resolution.
• Monitor alerts and respond proactively to issues in real time.
• Troubleshoot FIX connectivity, order routing, and market data issues.
• Analyse FIX logs and investigate order/trade activity.
• Perform operational tasks such as order lookups, cancellations, and trade exports.
• Communicate effectively during incidents and manage stakeholder expectations.
• Build relationships with clients and internal teams.
• Maintain understanding of end-to-end trading workflows.
• Support global shift model with clear handovers.
• Drive continuous improvement including automation and AI adoption.
• Create, maintain, and improve procedural documentation within Confluence.
• Participate in projects and team initiatives.

Experience

• 2–3 years in financial services support (bank, IDB, exchange, clearing).
• Experience across FX, Rates, or Credit products.
• FIX API troubleshooting experience.
• Understanding of trading workflows and trade lifecycle.
• Exposure to deployment or networking preferred

Skills

• Strong problem-solving and analytical ability.

• Attention to detail in time-sensitive environments.

• Effective multitasking and prioritisation.

• Excellent communication (technical business).

• Proficiency in Microsoft Office tools.

• Understanding of networks and protocols (desirable).

• Familiarity with Confluence, Dynamics, Teams, Salesforce (desirable).

• Awareness of AI tools for workflow efficiency (desirable)

Key Competencies

• Client-focused and relationship-driven.

• Calm under pressure.

• Strong ownership and accountability.

• Team-oriented in a global environment.

• Continuous improvement mindset.