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- Tasks: Join our team as a Trade Support Engineer, providing top-notch support to our trading venue.
- Company: GFO-X is the UK's first regulated trading venue for digital asset derivatives.
- Benefits: Enjoy competitive benefits and a diverse, inclusive work environment.
- Why this job: Be part of a cutting-edge team in the exciting world of digital assets!
- Qualifications: Ideal candidates have up to 5 years in financial support and knowledge of FIX protocol.
- Other info: This role is based in London, but applications from all regions are welcome.
The predicted salary is between 36000 - 60000 £ per year.
Trade Support Engineer – London, UK
GFO-X is the UK\’s first regulated and centrally cleared trading venue dedicated to digital asset derivatives. GFO-X has partnered with LCH SA, which will offer clearing of Bitcoin index futures and options contracts traded on GFO-X. This will be made available through a new segregated clearing service, LCH DigitalAssetClear. GFO-X services large global institutional participants who require a regulated, institutional-grade trading venue for digital asset derivatives, including Bitcoin index futures and options.
We are currently looking for a motivated Trade Support Engineer to join our team at GFO-X. The successful candidate will participate in the daily operations of our globally distributed technical support team. They will be expected to deliver exceptional support to exchange participants through phone and email.
Responsibilities:
- Provide application-level support to the GFO-X trading venue: Respond to customer and internal inquiries, diagnose the problem and then provide an effective solution.
- Troubleshoot issues related to FIX and proprietary protocols, application support, hardware, OS, monitoring and orchestration software, and connectivity issues using industry-standard tools including PCAP, Wireshark, FIXYL, Zabbix, and Rundeck.
- Assist with client onboarding to the GFO-X Exchange platform, working with internal teams to quickly have the client up and running.
- Be the primary interface to the client.
- Lead client API and Algo Conformance testing and certification.
- Support start and end-of-day settlement process and back office functions.
- Document and track customer interactions: Maintain accurate records of customer interactions, including issues, resolutions, and any additional follow-up actions. Update internal knowledge base and contribute to developing self-help resources specific to these areas.
- Hardware support: Provide technical assistance and troubleshooting for hardware. Collaborate with the wider IT team to ensure hardware configurations are optimized for stability, performance and security.
- Collaborate with the infrastructure, development and project teams: Provide customer feedback on issues relating to FIX and proprietary protocols, application support, hardware, and API enhancements or bug fixes to the development team. Participate in testing and quality assurance efforts to ensure the stability and reliability of these components.
- Work according to defined Support SLAs.
- Work to improve support processes continuously. Identify areas for process improvement specific to FIX and proprietary protocols, application support, hardware, and APIs, and suggest proactive solutions to enhance the overall customer support experience. Collaborate with the team to develop best practices and implement standardized support procedures.
Requirements:
- No more than 5 years of total experience in a financial organisation, ideally in trade or front-office support.
- Working knowledge of FIX protocol
- Practical experience with troubleshooting Application Services, including API issues.
- Practical experience with troubleshooting trading venue connectivity issues
- Strong problem-solving and communication skills.
- Demonstrated client focus and appreciation of Customer Experience
- Able to multi-task efficiently and work under time pressure
- Willing to take direction, follow instructions and see tasks through to the best possible outcome for GFO-X and our clients.
- Familiarity with ITIL working practices, ideally experience working in a workplace actively using ITIL practices.
- Demonstrable skills with the effective use of Jira and Confluence, including creating and owning dashboards and kanban boards and creating and contributing to how-tos, troubleshooting guides, and other forms of documentation.
- Respectful of GFO-X’s culture and values
- Bachelor’s Degree a plus
- Experience in supporting IT projects and associated workstreams
This role will be based at our London Headquarters. Applications from any region are acceptable, but candidates based in the United Kingdom will be given preference.
GFO-X is an equal opportunities employer committed to diversity and inclusion. Competitive benefits included.
If you are interested in any of our roles, please apply through the link provided in the job posting.
Inquiries from agencies should be directed to recruitment@gfo-x.com. Please refrain from sending recruitment inquiries to any other email address or individual within our organization. GFO-X does not guarantee employment or engagement based solely on inquiry.
Any unsolicited CVs from agencies shall be treated as such.
GFO-X | Trade Support Engineer – London, UK employer: GFO-X
Contact Detail:
GFO-X Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land GFO-X | Trade Support Engineer – London, UK
✨Tip Number 1
Familiarize yourself with the FIX protocol and its nuances. Since this role requires troubleshooting issues related to FIX, having a solid understanding of how it works will give you an edge during the interview.
✨Tip Number 2
Brush up on your problem-solving skills, especially in high-pressure situations. Be prepared to discuss specific examples where you've successfully resolved technical issues in a timely manner.
✨Tip Number 3
Showcase your experience with tools like Jira and Confluence. Highlight any instances where you've created documentation or contributed to knowledge bases, as this aligns with the responsibilities of the role.
✨Tip Number 4
Demonstrate your client-focused mindset. Prepare to share experiences where you've prioritized customer experience and satisfaction, as this is crucial for the Trade Support Engineer position.
We think you need these skills to ace GFO-X | Trade Support Engineer – London, UK
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities and requirements of the Trade Support Engineer position. Familiarize yourself with the GFO-X trading venue and its services to tailor your application effectively.
Highlight Relevant Experience: In your CV and cover letter, emphasize your experience in financial organizations, particularly in trade or front-office support. Mention any specific experience with FIX protocol and troubleshooting application services, as these are crucial for the role.
Showcase Problem-Solving Skills: Provide examples in your application that demonstrate your strong problem-solving abilities and client focus. Highlight situations where you successfully diagnosed and resolved technical issues, especially in a trading environment.
Tailor Your Documents: Customize your CV and cover letter to reflect the language and values mentioned in the job description. Use keywords related to the role, such as 'client onboarding', 'API testing', and 'ITIL practices' to ensure your application stands out.
How to prepare for a job interview at GFO-X
✨Understand the FIX Protocol
Make sure you have a solid understanding of the FIX protocol, as it's crucial for the role. Be prepared to discuss your experience with it and how you've used it in previous positions.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've effectively diagnosed and resolved technical issues in the past. Highlight your troubleshooting process and the tools you used, such as Wireshark or PCAP.
✨Demonstrate Client-Focused Mindset
GFO-X values customer experience highly. Be ready to share instances where you went above and beyond to support clients, and how you ensured their needs were met.
✨Familiarize Yourself with ITIL Practices
Since familiarity with ITIL practices is preferred, brush up on these concepts. Be prepared to discuss how you've applied ITIL principles in your previous roles to improve support processes.
