Support Engineer

Summary

We are seeking a Support Engineer to join our growing technical support team at our brand-new site in Chennai, India. Reporting to the regional Support Lead, you will play a key role in resolving client issues, maintaining service quality and contributing to the smooth operation of our global support function. This is a hand-on role focused on diagnosing and troubleshooting software issues, collaborating with international teams and delivering timely, effective support to enhance the end-client experience. As you'll be working with global clients, strong communication skills in both technical and non-technical subjects are essential.

Full Time - Chennai central office location.

Working Hours - 11:00 - 20:00 IST.

Role

The Production Support Team are experts in the technical architecture as well as the software's functionality. As a Support Engineer, you will play a key role in investigating and resolving client issues, ensuring queries are handled efficiently and in line with SLAs. You'll work closely with the regional Support Lead, to escalate high-priority issues and contribute to the overall quality and reliability of our support service.

Core Responsibilities:

• Diagnose and troubleshoot software issues, ensuring timely and effective resolution.
• Manage and prioritise support tickets, maintaining SLA compliance and service quality.
• Triage incoming queries to assess severity and determine appropriate response actions.
• Communicate with clients and stakeholders regarding incidents, downtime, upgrades, and releases.
• Act as a primary Helpdesk contact, providing clear and professional client liaison.
• Identify and track bugs through to resolution, collaborating with Product, QA, and Development teams.
• Implement and maintain monitoring tools to support proactive issue detection.
• Contribute to the creation and delivery of client-facing documentation and training materials.
• Support the definition and documentation of support processes, procedures, and standards.

Tech Stack

We work with an exciting, modern stack built for scale, reliability, and productivity. To be successful in this role, you'll need solid experience with most of the core tools, platforms and technologies we work with:

• Linux/Command Line
• SQL
• AWS (ECS, S3, Lambda, RDS)
• Python
• Docker
• GitLab
• Jira/Confluence

Required Qualifications & Experience

• University degree in a STEM subject from a reputable institution
• 5+ years of professional support engineer experience
• Proven experience liaising with remote stakeholders
• Familiarity with our tech stack or equivalent technologies
• A basic understanding of financial markets and derivative products

Skills & Competencies

• Excellent communication and teamwork skills.
• An analytical mindset with a focus on problem-solving and continuous improvement.
• Outstanding organisational and time management skills, with the ability to multi-task effectively.
• A desire to take on responsibility and make a difference.

Benefits

• We offer a competitive and rewarding compensation package, including:
• Competitive salary based on experience and role fit
• Annual/Performance Bonus:

- Retention Bonus: Equivalent to 1 month's salary once you have passed a 6-month probation period

- Annual Discretionary Performance Bonus

• Health Insurance
• Life Insurance
• Meal Benefits
• Learning & Development: Training and accreditation for courses relevant to your role. Enhanced Leave Policy: 18 days Leave plus an extra day of annual leave for each year of service, up to 5 additional days.
• Transport Budget: For roles requiring commute outside of business hours.