Application Support Engineer

Who We Are
Apex Fintech Solutions (AFS) powers innovation and the future of digital wealth management by processing millions of transactions daily, to simplify, automate, and facilitate access to financial markets for all. Our robust suite of fintech solutions enables us to support clients such as Stash, Betterment, SoFi, and Webull, and more than 20 million of our clients' customers.

Collectively, AFS creates an environment in which companies with the biggest ideas in fintech are empowered to change the world. As a global organization, we have offices in Austin, Dallas, Chicago, New York, Portland, Belfast, and Manila.

If you are seeking a fast-paced and entrepreneurial environment where you'll have the opportunity to make an immediate impact, and you have the guts to change everything, this is the place for you.

AFS has received a number of prestigious industry awards, including:

• 2021, 2020, 2019, and 2018 Best Wealth Management Company - presented by Fintech Breakthrough Awards
• 2021 Most Innovative Companies - presented by Fast Company
• 2021 Best API & Best Trading Technology - presented by Global Fintech Awards

About This Role
We are seeking a skilled and customer-oriented
Application Support Engineer (L2 Engineer)
to join our fast-paced Fintech company specializing in cutting-edge trading technologies. In this role, you will be responsible for addressing escalations, enhancing operational processes, and fostering collaboration across support and engineering teams. The team's key responsibilities include:

Duties/Responsibilities

• Serve as a key escalation point for frontline support, handling complex technical issues related to our trading applications
• Investigate and resolve escalated technical issues requiring deeper analysis and specialized expertise.
• Monitor system performance and availability, proactively identifying and resolving potential issues before they impact clients
• Monitor dashboards and alerts to identify potential system issues early and prevent service disruptions.
• Troubleshoot and diagnose software issues across our trading infrastructure
• Meet and exceed Service Level Agreements (SLAs) for incident response and resolution times
• Maintain high levels of customer satisfaction through clear communication and efficient problem-solving
• Collaborate with development teams to implement fixes and improvements based on customer feedback
• Create and maintain technical documentation, including troubleshooting guides and knowledge base articles
• Participate in on-call rotations to provide 24/7 support for critical trading systems

Education And/or Experience

• Bachelor's degree in computer science, Information Technology, or a related field (or equivalent work experience) required
• 3+ years of experience in application support, preferably in a financial services or trading environment
• 2+ years of prior experience in customer-facing roles is required.
• Strong foundational knowledge and exposure to networking, operating systems (Linux and Windows), and databases (MSSQL and/or NoSQL).
• Previous development experience preferred

Required Skills/Abilities

• Strong understanding of REST APIs, cloud technologies (AWS/Azure/GCP), and microservices architecture
• Proficiency in SQL and NoSQL databases (e.g., MSSQL, MongoDB, Postgres)
• Solid networking knowledge, including TCP/IP, DNS, and network security concepts
• Experience with Linux and Windows operating systems
• Strong scripting abilities (Python, Powershell)
• Excellent problem-solving and analytical skills, with the ability to troubleshoot complex technical issues
• Strong customer service orientation and ability to communicate technical concepts to non-technical audiences
• Familiarity with trading systems, financial markets, and regulatory requirements is a plus

Work Environment

• This job operates in a hybrid, office environment 2 days per week.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Our Rewards
We offer a robust package of employee perks and benefits, including a market-leading salary with an annual bonus, 20 days of vacation leave plus regular and special non-working holidays, and a training and development budget. Our benefits also cover private health insurance for medical and dental, as well as life insurance. We emphasize work-life balance with flexible working hours, parental leave, a modern city center office, and a hybrid work schedule that allows for greater flexibility by partially working from home. Additional perks include monthly team lunch-outs, unlimited drinks and snacks, and company recognition & rewards.

EEO Statement
Apex Fintech Solutions is an equal opportunity employer that does not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, veteran status, marital status, or any other protected characteristic. Our hiring practices ensure that all qualified applicants receive fair consideration without regard to these characteristics.

Disability Statement
Apex Fintech Solutions is committed to creating an inclusive and accessible workplace for all candidates, including those with disabilities. We are dedicated to ensuring equal employment opportunities and providing reasonable accommodations to qualified individuals with disabilities. If you require reasonable accommodations to participate in the application or interview process, please submit your request via the Candidate Accommodation Requests Form. We will work with you to provide the necessary accommodations to ensure your full participation in our hiring process.