Senior Technical Support Analyst
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Technical Support Analyst based in India.
This role sits at the core of high-value financial technology operations, providing advanced technical support for electronic trading systems and FIX-based transaction workflows. It combines deep technical troubleshooting with client-facing responsibilities, ensuring seamless service delivery for mission-critical trading environments. The position acts as a key escalation point for complex incidents while collaborating closely with development, professional services, and customer teams. Operating in a structured, SLA-driven environment, the role demands precision, responsiveness, and strong ownership of issue resolution. It also plays an important part in improving support processes, knowledge systems, and incident management practices. The environment is fast-paced and highly collaborative, with a strong focus on service quality and continuous improvement. This is a strong opportunity for an experienced support professional with deep expertise in financial markets technology.
Accountabilities:
- Provide senior-level (L2) technical support for electronic trading systems within defined SLA frameworks, ensuring timely and accurate incident resolution.
- Act as an escalation point for customers, internal teams, and third-party vendors on complex technical and service-related issues.
- Lead and coordinate incident management activities, including major incidents, stalled cases, and breached tickets across support tiers.
- Maintain and improve knowledge base content, service documentation, and support toolsets to enhance operational efficiency.
- Produce and deliver regular service performance reports, incident updates, and customer communications.
- Ensure adherence to ITIL-based processes, including incident, change, and request management workflows.
- Identify opportunities for service improvement and contribute to enhancements in support processes and system reliability.
- Support customer satisfaction by ensuring consistent, high-quality handling of service requests and issue resolution.
- 8+ years of experience in technical support roles within electronic trading systems or financial services environments.
- Strong expertise in FIX protocol (4.2–5.0) and in-depth understanding of trading message workflows.
- Solid knowledge of capital markets, ideally across multiple asset classes such as equities and FX.
- Hands-on experience configuring, deploying, and supporting trading solutions, including workflow definition and client deployment activities.
- Strong ITIL-aligned service management experience within structured support environments.
- Proficiency with CRM and ITSM tools such as ServiceNow, Jira Service Desk, or similar platforms.
- Technical skills including Unix/Linux (bash), scripting, software testing, and technical documentation.
- Excellent communication skills with the ability to work across customers, technical teams, and stakeholders.
- Proven ability to mentor and support junior team members in a collaborative environment.
- Competitive compensation aligned with senior technical support expertise
- Remote role based in India with structured US shift working hours
- Exposure to global financial markets and mission-critical trading systems
- Opportunity to work on FIX-based electronic trading platforms and enterprise-scale systems
- Strong focus on professional development and technical upskilling
- Collaborative environment working with global engineering and support teams
- Structured processes and stable operational framework (ITIL-driven environment)
- Inclusive workplace with equal opportunity hiring practices.
Requirements:
Benefits:
Support pay context
Based on 756 disclosed Support salaries on RoleSuite, the role pays a median of $70K/year, with most offers between $53K and $108K (10th–90th percentile: $45K–$153K).
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