Customer Support Engineer (Electronic Trading / FIX Protocol)
Location: Remote (Eastern Time Zone, North America)
Office Locations: New York, NY & London, UK
Employment Type: Full-time, Permanent
About TransFICC
TransFICC is a leading e-trading technology company providing connectivity and automated workflow solutions for banks and asset managers operating in the Fixed Income and Derivatives markets.
Our low-latency, high-throughput distributed messaging platform connects clients to global trading venues while delivering secure, highly available SaaS solutions.
Following our $25M Series B funding round led by Citadel Securities, we continue to grow our global team and are looking for a Customer Support Engineer to strengthen customer support across the Eastern Time Zone.
About the Role
We're looking for a technically strong and customer-focused Customer Support Engineer to support our electronic trading platform. You will work closely with the Customer Support Manager, Engineering, Product, and Operations teams to resolve customer integration and production issues while maintaining exceptional service standards.
This is a remote-first position for candidates based in the Eastern Time Zone of North America. Candidates should be able to travel to our New York office approximately 1–2 times per month and occasionally visit customers in New York, Toronto, and our London headquarters when required.
Key Responsibilities
- Support customers with integration-related questions and technical issues.
- Troubleshoot and resolve production incidents.
- Investigate production alerts and system issues.
- Own production incidents from identification through resolution.
- Coordinate with Engineering, Product, and other internal teams to resolve customer issues efficiently.
- Manage production and UAT accounts.
- Maintain excellent customer communication throughout issue resolution.
- Help maintain and improve customer service standards.
Required Qualifications
- Experience working with Linux/Unix operating systems and the command-line interface (CLI).
- Strong understanding of the FIX Protocol and electronic trading systems.
- Excellent written and verbal communication skills.
- Ability to collaborate across multiple technical and business teams.
- Experience managing technical issues through to successful resolution.
- Strong technical aptitude with the ability to understand complex software platforms.
- Customer-focused mindset with a commitment to delivering exceptional service.
- Ability to work remotely during Eastern Time Zone business hours.
- Ability to travel to the New York office and customer locations when required.
Nice to Have
- Knowledge of Fixed Income markets.
- Experience with Linux/Unix scripting.
- Basic understanding of REST APIs or APIs in general.
- Experience using GitHub.
- Ability to read and understand Java code.
Why Join TransFICC?
- Work with cutting-edge low-latency trading technology.
- Join a rapidly growing fintech backed by leading investors, including Citadel Securities.
- Collaborate with talented engineers and product teams.
- Competitive compensation package.
- Fully remote-first culture with flexible working.
- Opportunity to work with global financial institutions.
- Shares/equity package and comprehensive benefits.
Compensation
- Salary up to USD $150,000 (depending on experience)
- Shares/Equity
- Comprehensive Benefits
Application Question(s):
- Please describe your experience working with Linux/Unix systems, including your use of the command-line interface (CLI).
- What experience do you have with the FIX Protocol, electronic trading systems, or financial market infrastructure? Please provide specific examples.
- Do you have experience troubleshooting customer production issues or supporting enterprise software?
- Do you have experience with any of the following: Fixed Income markets, Linux/Unix scripting, REST APIs, GitHub, or reading Java code? Please provide details.
- Are you based in the Eastern Time Zone of North America, and are you able to travel to New York (approximately 1–2 times per month) ?
Work Location: Hybrid remote in New York, NY 10001
