As a Level 2 Support Engineer, you will play a crucial role in our technical support team, focusing on more complex issues that have escalated from Level 1 support. Your goal will be to ensure the operational health of our trading systems, which include handling real-time incident management, troubleshooting, and resolution.

Job Responsibilities

• Provide Level 2 technical support for complex issues related to our trading systems.
• Analyze and resolve software and hardware issues, ensuring minimal downtime.
• Work closely with Level 1 support engineers to receive escalated tickets and ensure comprehensive issue resolution.
• Liaise with development teams to report system bugs, follow up on resolutions, and update stakeholders on progress.
• Perform root cause analysis for recurring problems and suggest improvements to reduce future incidents.
• Monitor system performance and respond to alerts and emergencies in a timely manner.
• Maintain detailed documentation of all incidents and resolutions for continuous learning and reference.
• Assist in system upgrades and patches, including testing and verification to ensure seamless deployment.
• Provide training and guidance to Level 1 support staff and other stakeholders within the company.

Qualifications

• Bachelor?s degree in Computer Science, Information Technology, or a related field.
• Minimum of 3 years? experience in technical support, preferably in financial services or trading systems.
• Strong understanding of trading systems and financial markets.
• Proficient in troubleshooting and resolving complex system issues.
• Excellent communication skills, capable of working with diverse teams and managing multiple stakeholders.
• Experience with SQL databases (MS SQL Server / MariaDB / PostgreSQL) , networking, and system monitoring tools.
• Ability to work under pressure in a fast-paced environment.
• Willingness to participate in a rotating on-call schedule, including weekends and holidays.

Desirable Skills:

• Experience with FIX protocols, Linux/Windows server environments, and scripting languages such as Python or Shell.
• Basic knowledge of docker / docker-compose
• Experience of working with AWS EC2 components

Additional Information

Tradeweb is committed to providing valuable and competitive benefits. In addition to working in our culture of innovation and collaboration, we offer:

• Health Insurance: Highly competitive medical, dental, and vision programs
• Hybrid Environment: Our employees have the flexibility of working in the office and from home.
• Health Care and Dependent Care Flexible Spending Accounts: You may elect to set aside pre-tax earnings to pay for eligible health care and dependent day care expenses for you and your eligible family members.
• Maven Family Building Benefit: Maven offers support for fertility and preconception; pregnancy and post-partum; adoption; surrogacy and pediatrics for children up to age 10. Tradeweb provide a $10,000 lifetime reimbursement towards fertility, egg freezing, adoption and surrogacy expenses.
• Building Wealth - 401(k) Savings Plan: Employees are immediately eligible for the 401(k) plan. Participants may contribute up to 75% of eligible compensation into a traditional 401(k) and/or Roth 401(k). Tradeweb will match 100% of the first 4% of compensation that you contribute.
• The current pay range for this role if performed in the city of New York is currently $100,000 to $250,000per year, based on a regular, full-time schedule. The amount of pay offered will be determined by a number of factors, including but not limited to qualifications, market data, geographic location, and internal guidelines.

Other Benefit Programs

• Pre-Tax Commuter Benefits Program
• ARAG Legal Services
• Employee Assistance Program
• Tuition Reimbursement
• Financial Wellness Tools
• Travel Assistance Benefits
• Pet Insurance
• Corporate Gym Subsidies
• Wellness Perks
• Paid Time Off and Parental Leave

Company Description

Tradeweb Markets is a world leader in the evolution of electronic trading. A fintech company serving approximately 2,500 clients ? including the world?s largest banks, asset managers, hedge funds, insurance companies, wealth managers and retail clients -- in more than 65 countries across the globe. Since our first trade in 1998, we have helped transform and electronify the fixed income markets. Tradeweb is a culture built on innovation, creativity and collaboration. Through a combination of very talented and driven people, innovative products and solutions, cutting-edge technology, market data, and a vast network of clients, we continue to work together to improve the way financial markets trade.

Mission: Move first and never stop. Collaborate with clients to create and build solutions that drive efficiency, connectivity, and transparency in electronic trading.

Tradeweb Markets LLC ("Tradeweb") is proud to be an EEO Minorities/Females/Protected Veterans/Disabled/Affirmative Action Employer.