Overview
We are seeking an experienced Application Support Engineer to be the primary point of contact for external counterparties and ensure reliable platform operation. The role combines client-facing support, proactive system monitoring, incident management, and contribution to platform improvements.

Core Responsibilities

• Client Triage & Resolution: Act as the first point of contact for external counterparties. Own support tickets end-to-end, driving timely investigation, communication, and resolution.
• System Monitoring: Perform daily pre-market checks to confirm application stability and availability. Continuously monitor platform health and respond to alerts.
• Incident Management: Rapidly identify, troubleshoot, and escalate incidents. Coordinate with Contineos product and engineering teams to restore services and minimize business impact.
• Documentation & Continuous Improvement: Maintain and enhance runbooks, playbooks, and platform documentation using the Atlassian suite. Help improve log collection, alerting, and monitoring processes.
• Collaboration: Work closely with product, engineering, and operations teams to surface recurring issues, propose remediation, and support deployments or configuration changes when required.

Qualifications & Requirements

• Experience: 3–6 years in IT, application support, or Financial Services support roles.
• Client-Facing Skills: Demonstrated experience managing external client relationships with professionalism. Excellent verbal and written communication skills in English are required.
• Technical Skills (Essential):
  • Proficiency in SQL for querying databases and investigating logs.
  • Comfortable with basic Linux command-line operations and troubleshooting.
• Nice-to-Have (Bonus) Skills:
  • Experience with Python scripting
  • Familiarity with FIX connectivity
  • Experience with log collection/search tools such as Kibana or Splunk
• Problem Solving: Strong analytical and diagnostic skills with a methodical approach to root-cause analysis. Ability to build trust with clients and internal stakeholders.