Application Support Specialist
Customer Support Associate – eServicesRole OvervieweServices is a global, customer-facing technology support team operating across EMEA, APAC,and the US. The team supports a suite of fully electronic trading platforms under the FMX brand,operating on a 24/5 basis across trading applications, market data, middle office systems, and post-trade processing. This role is responsible for delivering first-line support across multiple platforms and asset classes, ensuring the timely investigation and resolution of client and system issues within a fast-paced, time-sensitive trading environment. Working as part of a global, shift-based team, the successful candidate will collaborate with internal stakeholders and external clients, combining technical expertise with strong communication and client engagement skills.ResponsibilitiesProvide first-line support across trading platforms, managing incidents end-to-end within SLA.Own and drive investigations from triage through to resolution.Monitor alerts and respond proactively to issues in real time.Troubleshoot FIX connectivity, order routing, and market data issues.Analyse FIX logs and investigate order/trade activity.Perform operational tasks such as order lookups, cancellations, and trade exports.Communicate effectively during incidents and manage stakeholder expectations.Build relationships with clients and internal teams.Maintain understanding of end-to-end trading workflows.Support global shift model with clear handovers.Drive continuous improvement including automation and AI adoption.Create, maintain, and improve procedural documentation within Confluence.Participate in projects and team initiatives.Experience2–3 years in financial services support (bank, IDB, exchange, clearing).Experience across FX, Rates, or Credit products.FIX API troubleshooting experience.Understanding of trading workflows and trade lifecycle.Exposure to deployment or networking preferredSkills• Strong problem-solving and analytical ability. • Attention to detail in time-sensitive environments. • Effective multitasking and prioritisation. • Excellent communication (technical + business). • Proficiency in Microsoft Office tools. • Understanding of networks and protocols (desirable). • Familiarity with Confluence, Dynamics, Teams, Salesforce (desirable). • Awareness of AI tools for workflow efficiency (desirable) Key Competencies• Client-focused and relationship-driven. • Calm under pressure. • Strong ownership and accountability. • Team-oriented in a global environment. • Continuous improvement mindset.