Application Support / Software Support Engineer

About the Opportunity We are looking for mid to senior level Software Support Engineer with Unix and web application experience to support trading applications used internationally. The Software Support Engineer will determine and research through on client issues such as product functionality and develop and respond with timely solutions. The successful candidate is an individual with good strategic, analytics, organizational, and interpersonal qualities. The ideal candidate is both technically savvy and able to collaborate well with the team, who gravitates towards issue ownership and accountability. About the Role Providing software application for Java/web applications in an AWS infrastructure Possessing specialist knowledge of operating systems, devices, applications, and software Consulting with the software development team, internal users, and clients to improve application performance Managing ticketed query system and ensuring comprehensive database of queries and resolutions is kept up to date Establishing the root causes of application errors, and escalating serious concerns to the Architecture and Development teams Performing analyses on software application functionality and suggesting improvements Communication with other vendors maintaining infrastructure Configuration and maintenance of application services Developing a run book of operational processes, striving to automate where possible Improve monitoring of the platform and ownership of these tools/dashboards Troubleshooting tickets from the customers Handling incidents affecting application services Continuously improving the team, tools and processes About You 5+ years of being 2nd line and 3rd line client facing application support Knowledgeable in various UNIX/Linux commands and functions Experience supporting a highly automated and dynamic cloud-environment (AWS preferred) Proven experience with cloud-based technologies and solutions including but not limited to: Linux/Unix, AWS, GCP or Azure Strong Linux/Unix Administration experience Good knowledge of databases, understand schemas, database structures and ability to write and debug SQL queries Experience with one or more of the following systems: Tomcat, Nginx, Zookeeper, Sorlcloud, Kafka Experience of dealing with several different client problems each day, researching to find the answers, communicating directly with the client both verbally and in writing Experience creating client-facing documentation: i.e. workshops, manual, guides, etc. Excellent communication skills Experience working with ticketing system (e.g., Jira / Jira Servicedesk) Ability to accurately create and follow documented procedures Ability and willingness to work extra hours during crisis Willing to work on 24x7 shifting schedule Advantages (Nice-to-haves) 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