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Application Support - Financial Services Software Company


21 August 2023

Hong Kong

Our client is currently seeking an Application Support Engineer to join our team and take charge of handling client support issues. Your role will involve managing client support demands from start to finish, including initiating and maintaining communication with clients, analyzing their requirements, and collaborating with the product and development teams to find resolutions.

As an interface for clients and banking counterparties, you will serve as a reliable Level 1/2 support representative, representing our company and building trusted relationships with clients.

This position offers the opportunity to work on various cross-domain projects, allowing you to expand your skills and gain experience in scripting, system administration, and other DevOps practices.

You will report to the lead support engineer and have the chance to gain hands-on experience with a leading financial technology company while working with a dynamic team across multiple industries.


  • Actively monitor the platform, continuously improving existing log collection and alerting tools.

  • Serve as the initial point of contact for our clients, promptly addressing their needs.

  • Identify and troubleshoot incidents to ensure timely system recovery.

  • Collaborate with the product and technical teams to create and manage tickets.

  • Perform and enhance morning checks to ensure application stability and reliability before market hours.


  • Minimum of 3 years of experience in an Application/IT support position, involving client interaction, problem tracking, and resolution.

  • Proficiency in SQL scripting.

  • Familiarity with Linux environments, including command line and scripting. (Windows experience will be considered if accompanied by Powershell scripting proficiency.)

  • Knowledge of Python is a plus.

  • Experience in supporting connectivity layers, with familiarity in FIX being advantageous.

  • Experience with log collection tools such as Kibana and Splunk is preferred.

  • Strong command of system documentation best practices using industry-standard tools.

  • Excellent analytical, problem-solving, and decision-making skills.

  • Exceptional verbal and written communication skills in English.

  • Client-focused mindset with the ability to effectively communicate with external counterparts via email and verbal channels.

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