Support Engineer

About Us: We are a technology-driven financial services firm specializing in providing high-performance trading platforms and broking solutions. Our products serve top brokers and trading institutions across the capital markets. With innovation at our core, we build scalable and secure systems that keep the financial markets running smoothly.

For more details, pls visit: https://tradelab.in/

Role Summary: We are seeking experienced Application Support Engineers to join our client-facing support team. The ideal candidate will be the first point of contact for client issues, ensuring timely resolution, clear communication, and high customer satisfaction in a fast-paced trading environment.

Key Responsibilities

• Act as the primary point of contact for clients reporting issues related to trading applications and platforms.
• Log, track, and monitor client issues using internal tools and ensure timely resolution within defined TAT (Turnaround Time).
• Collaborate with Development, QA, Infrastructure, and other internal teams to drive issue resolution.
• Provide clear and timely communication to clients and stakeholders regarding issue status and resolutions.
• Maintain comprehensive logs of incidents, escalations, and fixes for audits and knowledge base.
• Deliver effective solutions for client queries related to functionality, performance, and usability.
• Communicate proactively with clients about upcoming features, enhancements, or platform changes.
• Build and maintain strong client relationships through regular, value-driven interactions.
• Participate in UAT, release validations, and production deployment verifications.
• Assist in root cause analysis and contribute to post-incident reviews to prevent future recurrences.

Required Skills & Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related field.
• 2+ years of experience in Application or Technical Support, preferably in the broking/trading domain.
• Strong understanding of Capital Markets — Equity, F&O, Currency, Commodities.
• Proficient in technical troubleshooting (Linux/Unix, SQL, log analysis).
• Familiar with trading systems, RMS, OMS, APIs (REST/FIX), and order lifecycle management.
• Excellent communication and interpersonal skills for effective client interaction.
• Ability to work effectively under pressure during trading hours and manage multiple priorities.
• Customer-centric mindset with a focus on problem-solving and relationship management.

Nice to Have

• Experience with broking platforms like NOW, NEST, ODIN, or custom-built trading tools.
• Exposure to exchange or clearing corporation interactions (NSE, BSE, MCX, etc.).
• Knowledge of scripting languages (Shell, Python) and basic networking concepts.
• Familiarity with cloud environments (AWS/Azure) and monitoring tools.

Why Join Us?

• Be part of a team supporting mission-critical trading systems in real-time.
• Work in a high-energy, tech-driven environment.
• Opportunity to grow into domain or technical leadership roles.
• Competitive salary, health coverage, and employee wellness programs.

Job Type: Full-time

Pay: ₹420,025.09 - ₹1,200,000.00 per year

Benefits:

• Health insurance
• Provident Fund

Work Location: In person