Trade Support Engineer – Hong Kong

Trade Support Engineer – Hong Kong

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 trading venue, 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 with the team lead to continuously improve support processes: 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:

• 2 years support 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 exchange 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 for 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 is based at our Hong Kong office. 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.