Senior Software Support Engineer

4 weeks ago

Manila Makati City, Philippines Etrading Software Limited (Philippines) Inc Full time
Join the Future of Fintech as a Senior Application/Client Support Analyst (Senior Software Support Engineer) at Etrading Software

At Etrading Software, we're not just another company—we're a vibrant, forward-thinking community where diversity, collaboration, and innovation thrive. Step into a workplace that values your unique perspective and rewards your hard work. We foster a high-trust environment where integrity, autonomy, and work-life balance are paramount. Get ready to revolutionize the financial industry with cutting-edge trading projects that will shape the future.

Why Choose Us
  • Empowering Culture: We prioritize your mental well-being and offer ongoing psych consultation benefits. Our positive work culture celebrates diversity and individuality, creating a supportive environment for everyone.
  • Flexibility: Work-life harmony matters to us. Enjoy the most flexible work environment, allowing you to balance personal interests and family commitments seamlessly. We only work 2x onsite per month to give us the freedom to choose where we do our best work
  • Growth Opportunities: We're committed to your professional growth. From internal promotions to comprehensive training programs and certifications, we invest in your success. As an added perk, all employees receive a Coursera license
  • Competitive Benefits: Your contributions are recognized and rewarded. We offer competitive salaries, enticing bonus programs, and comprehensive benefits, including HMO coverage for you and your dependents from day one.
  • Innovative Projects: Join our team of diverse and talented developers to work on high-frequency, low-latency applications used by leading financial institutions worldwide. Be at the forefront of the Fintech industry, exploring cutting-edge technologies and influencing our collaborative work environment
  • Purposeful Impact: Your work will make a real difference. By creating intuitive software solutions, you'll help drive our business growth and excel in the market.

About the Opportunity
We are seeking an experienced and proactive Senior Application/Client Support Analyst (Senior Software Support Engineer) with a strong background in providing technical leadership and expertise in the software support domain. In this role, you will be responsible for delivering exceptional support for Java/web applications within an AWS infrastructure. Your technical prowess and leadership skills will play a pivotal role in enhancing application performance and ensuring the smooth operation of our software services.

About the Role
  • Technical Support Excellence: Provide expert-level support for software applications, demonstrating proficiency in Java/web applications within an AWS environment.
  • Collaborative Engagement: Collaborate closely with the software development team, internal users, and clients to identify opportunities for enhancing application performance and user experience.
  • Root Cause Analysis: Investigate and establish the root causes of application errors, escalating critical issues to the Architecture and Development teams for resolution.
  • Vendor Communication: Engage with external vendors responsible for maintaining infrastructure, ensuring seamless collaboration and support.
  • Operational Excellence: Develop a run book of operational processes and actively pursue automation opportunities to streamline workflows.
  • Customer Support: Actively troubleshoot tickets raised by customers, offering timely and effective solutions to meet their needs.
  • Continuous Improvement: Foster a culture of continuous improvement within the team, focusing on enhancing tools and processes to optimize efficiency and effectiveness.
  • Incident Handling: Respond to and manage incidents affecting application services, ensuring minimal disruption to operations.
  • Monitoring and Tool Ownership: Enhance platform monitoring and take ownership of tools and dashboards, promoting efficient incident management.
  • Configuration and Maintenance: Oversee the configuration and maintenance of application services, ensuring optimal performance and reliability.
  • Performance Analysis: Perform in-depth analyses of software application functionality, providing valuable insights and recommendations for improvements.
  • Query Management: Efficiently manage the ticketed query system, ensuring a comprehensive database of queries and resolutions is maintained and up to date.
  • Technical Mastery: Possess specialist knowledge of operating systems, devices, applications, and software, and utilize this expertise to address complex technical challenges.


About You
  • Experience: A minimum of 8 years of experience in 2nd line and 3rd line client-facing application support roles.
  • Cloud Expertise: Proven experience with cloud-based technologies and solutions, including but not limited to Linux/Unix, AWS, GCP, or Azure.
  • Documentation Skills: Proficiency in creating client-facing documentation such as workshops, manuals, guides, etc.
  • Ticketing Systems: Experience working with ticketing systems (e.g., Jira / Jira Service Desk).Flexibility: Willingness and ability to work extra hours during crisis situations.
  • Shift Availability: Willingness to work on a 24x7 shifting schedule to ensure continuous support coverage.
  • Procedural Adherence: Ability to accurately create and follow documented procedures, ensuring consistency and quality.
  • Communication: Excellent communication skills, both written and verbal, are essential for this role.
  • Client Interaction: Demonstrated experience in addressing diverse client problems daily, conducting research to find solutions, and communicating effectively with clients both verbally and in writing.
  • Linux/Unix Administration: Strong expertise in Linux/Unix Administration, with the ability to understand schemas and database structures, as well as write and debug SQL queries.
  • Technical Proficiency: Profound knowledge of various UNIX/Linux commands and functions, with a strong background in supporting highly automated and dynamic cloud environments (AWS preferred).


Advantages (Nice-to-haves - Not Required)
  • Leadership experience will be valuable - promotion opportunities available internally
  • Experience with one or more of the following systems: Tomcat, Nginx, Zookeeper, Sorlcloud, Kafka
  • Experience with MongoDB desired but not required
  • Experience with scripting languages beneficial but not required
  • Experience with FIX (Financial Information eXchange) Applications desired but not required

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