Technical Support / Trade Desk Specialist

Location London
Discipline: IT
Salary: £65000.0
Job ref: 54

A global market leader amongst global exchange operators in their ability to drive the global marketplace forward through product innovation and trading solutions are looking for a Technical Support Specialistto join their team in London.


Main duties:

Technical Support

  • Provide level one and first-class customer support answering questions and resolving client issues related to APIs (e.g. FIX, ITCH), trading matters and platform features.

  • Minimum of 5 years working in trading environment customer facing support role. FX experience is strongly preferred.

  • Provide timely and professional outbound communications (internal and external) servicing the Trade Desk email /Jira queue and providing customer phone support.

  • Perform root cause analysis and communicate client issues that may arise.

  • Onboard FIX (Financial Information eXchange) and market data users through certifications, troubleshooting, and review.

  • Manage support issues and escalate technical issues appropriately.

Trading Support

  • Off-market, crossed market, value dates error reviews.

  • Coordinate with Foreign Exchange (FX) Sales team for all new account onboarding requirements (UAT and PROD).

  • Monitor the status of the liquidity base at all times and interact with market makers and clients when needed.

  • Report any trade issues with market makers and clients immediately.

  • Work with Liquidity team personnel, sales and clients to resolve any trade issues that may occur between platform participants.

  • Act as a backup for the Liquidity team during APAC hours, holidays, or when otherwise needed.

Operational System Monitoring

  • Perform daily system checks utilizing the Health Dashboard monitor and other tooling available to the FX Trade Desk.

  • Review Audit Logs to verify system changes.

  • Coordinate with sales, development, and FX Business on the platform operations and systems health.

  • Interact with company’s FX Prime Brokers regarding client integration or issues that may arise.

  • Ad hoc project assignments.


  • Minimum of 5 years working in a trading environment customer-facing support role. FX experience is strongly preferred.

  • The equivalent of a Bachelor’s degree or higher.

  • Ability to participate in holiday coverage as required.

  • Strong troubleshooting, problem-solving, and customer service skills.

  • Vigorous desire to learn FX technology and to be an SME.

  • Ability to work well in a dynamic team-oriented environment.

  • Excellent written and verbal communication skills.

  • Familiar with networking fundamentals and debugging tools (telnet, ping, traceroute, netstat and wireshark).


  • Proficiency in Windows and Linux.

  • Proficiency with SQL desired.

  • Familiar with JIRA.

  • Familiar with FIX protocol and low latency trading systems.

  • Linux command line experience.

  • Some shell scripting and Linux performance analysis (optional but preferred).

  • Foreign language skills desired.