Application Support Engineer

19 hours ago


Hong Kong, Hong Kong SAR China IO Tech Solutions Full time
  • Responsibilities:

  • Be the first point of contact with Buy-Side and Sell-Side clients
  • Take ownership of support queries until resolution, ensuring professional communication with the client in line with our SLA
  • Create and follow up on tickets in collaboration with product and technical teams
  • Actively monitor the platform, leveraging and improving existing log collection and alerting tools
  • Identify and troubleshoot incidents to ensure a prompt system recovery
  • Perform and improve morning checks ensuring application stability and reliability before market hours
  • Experience in using, implementing log collection tools such as Kibana, Splunk is a plus
  • Location:

    This is a full-time position based in Hong Kong, Central.

    Skills #1 (Client Exposure):

    • Minimum 5 years experience in a client-facing application support position:

    - Management of client interaction / support cases

    - Problem tracking and resolution

    • Strong Client focus:

    - Excellent verbal and written communications skills are essential, English is a must.

    - Ability to communicate efficiently with external counterparties (email and verbal)

    - Build trusted partnerships

    Skills #2 (Technical):

    • Good command of system documentation best practices using Atlassian suite

    • Good analytical, problem-solving, and decision-making skills

    • Data mining / SQL scripting

    • Familiar with basic commands in Linux environment

    • Experience in supporting connectivity layer is a plus (FIX connectivity)



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