Real-Time Trading Platform Support Specialist

Trading Application Support Specialist – Paris – (F/H)

Issue Analysis and Resolution

• Analyse and troubleshoot issues or incidents, aiding customers in resolving issues, explaining usage, debugging failures, pinpointing problems, implementing workarounds, enhancing performance, improving security, and determining root causes.
• Define the severity and area of each issue, ensuring accurate classification and prioritization.
• Resolve tickets according to the required knowledge, adhering to the proper process, and escalation when necessary for timely resolution.

Customer Communication and Support

• Serve as the primary point of contact for customers, addressing their requests through resolution or escalation.
• Keep customers updated on the progress of their ticket resolution, providing clear communication regarding steps and timing.
• Write comprehensive documentation on current issues for customers to enhance their knowledge and understanding (KDB).

Deployment and Training

• Deploy products at customer sites, ensuring seamless integration and functionality.
• Provide training sessions to clients, including both end-users and IT teams, to optimize product utilization and proficiency.

International Support and Schedule Flexibility

• Support both local and foreign customers, adapting to an international context with multinational clientele.
• The work schedule may include Saturday, depending on business needs and to ensure continuous global support coverage.

Benefits of This Position

• Engage in a dynamic technical and functional landscape, encompassing algorithmic trading platforms, low latency, multi-threading, real-time systems, and the intricate realms of trading and finance.
• Join a team comprised of highly skilled and talented individuals, fostering a collaborative and stimulating work environment.
• Be part of an ethical and equitable employer, committed to fairness and integrity in all aspects of business.
• Experience genuine camaraderie within an international setting, fostering a real human team spirit that transcends borders.
• Enjoy the benefits of a well-being and environmentally conscious company, featuring initiatives such as social climate surveys, green initiatives, 360 assessments, and a relaxed dress code.
• Receive personalized support and guidance through a dedicated onboarding program tailored to your needs and goals.

Skills and Requirements

• Bachelor's or Master's degree in Computer Science or Software Engineering, demonstrating a strong understanding of Information Systems and Technology.
• Minimum 1-2 years of experience in Client Service or Finance roles, particularly in trading, preferably within Fintech or Capital Market businesses.
• Proficient in problem-solving and analytical skills, adept at troubleshooting system issues effectively.
• Exhibits strong customer service skills, delivering professional, compassionate, and effective assistance with a commitment to service excellence and satisfaction. Includes project management abilities.
• Displays a keen interest in financial trading support environments and Electronic Trading solutions, with a positive, dynamic, can-do attitude, and the ability to thrive under pressure.
• Possesses excellent interpersonal and communication skills, with fluency in both English and French, facilitating effective communication both internally and with customers.
• Essential knowledge in Linux, along with a basic understanding of SQL/Database, object-oriented languages: Java, APIs, networks, operating systems, as well as experience of usage of one of the Monitoring tools such as Datadog.
• Ideal candidates will additionally have knowledge of FIX protocol, and experience in financial application support and software implementation.

Horizon is an equal opportunity employer. We promote diversity, multiculturalism, and inclusion.