Application Support Engineer Location: Shanghai
We are hiring an Application Support Engineer for our office in Shanghai. Applicants should have experience and/or interest in working in the financial technology sector.
Candidates must have studied Computer Science, Engineering, Information Technology or a closely related field. Training will be provided, however a "can do" attitude and an ability to learn quickly is crucial.
The Application Support Engineer is responsible for providing support to clients and responding to, investigating, and resolving client queries. Client facing experience is mandatory, with corporate or institutional experience. The role involves supporting in-house bespoke trading systems software, and MetaQuotes’ main stream software (MetaTrader 4 and 5). The role includes working on multiple projects and requests simultaneously, as part of a team of Application Support engineers.
The role is based in our Shanghai office, working in a team of Application Support Engineers, who are part of a larger global team, reporting to the Application Support Team Manager in Shanghai on a frequent basis, and to the Global Head of Support on a periodic basis.
Main tasks and responsibilities
? Understand and carry out requests and requirements from Technical Account Managers and clients.
? Handling day to day ticket queries and internal tasks.
? New client on-boarding and modifications to existing client setups.
? Able to discuss and present setup to on-boarding clients.
? Deploy updates and perform maintenance of software components and applications.
? Working on a mixture of "business as usual" tasks, as well as specific queries from clients.
? Incident Management, and handle emergencies quickly and efficiently.
? Resolve or escalate any issues highlighted by monitoring system alerts, discovered during checks, or reported by clients.
? Following an escalation chain, and ensuring that requests and queries are resolved in a timely manner.
? Problem Management and prioritising tasks and requests.
? Proactive monitoring of the live environments with daily and weekly checks.
? Reactive monitoring of all environments from direct alerts and monitoring consoles.
? Learn bespoke tools and applications used to analyse and investigate cases, or troubleshoot issues.
? Respond to trade and price investigations, including but not limited to reject and fills analysis and market data analysis.
Secondary tasks and responsibilities
? MetaTrader 4 or 5 platform administration.
? Participate as necessary when extra cover may be required to support market events.
? Participate in emergencies, disaster recovery, and incidents at short notice as needed.
? Documenting work, updating existing documentation.
Experience and abilities for all candidates
? Must have an Application Support background with bespoke software (not general IT support).
? Ability to write basic SQL queries and use basic Linux commands.
? Experience in log analysis and using application troubleshooting tools.
? Experience with MetaTrader 4 trading platform and FIX protocol preferred.
? Excellent written and spoken English and able to learn technical and financial concepts quickly.
? Ability to remain calm and composed under pressure and meet strict deadlines.
? Strong organisation skills, keen to details and ability to prioritise different tasks quickly.
? Ability to work with a team of technology specialists including developers, understand and learn how to configure new and complex systems.
? Ability to interact with clients and peers with a flexible and mature attitude to work.
? Understanding of the Forex Industry preferred.
? Knowledge of ITIL, JIRA, and Confluence preferred.
? Self-motivated and ambitious.
? At least 1 y ork experience in a similar role
? Willing to undergo a 2 weeks training program for the position to determine eligibility.
Qualifications
BSc / BEng in Computer Science, Engineering, Information Technology or a closely related field essential.
MSc / MEng in Computer Science, Engineering, Information Technology or a closely related field preferred.
Mandarin Chinese and fluency in English both written and spoken are a must for the role

PrimeXM是全球領先的金融交易技術供應商。
自2010 年在瑞士蘇黎世成立以來，PrimeXM成功地拓展了全球市場，并快速成長為行業的領軍人。目前全球范圍內已有數百家金融企業，包括眾多知名的銀行、流動性提供者以及經濟商在使用我們的技術。我們的企業以專業透明著稱，PrimeXM的品牌也日益成為可靠、信賴的代名詞。隨著客戶的口口相傳，我們的用戶迅速增長，PrimeXM 社區正在不斷壯大。該社區為客戶更好地交換流動性及拓展關系網提供了無可比擬的國際性平臺，來自世界各地迅速增加的新用戶更不斷充實著我們的PrimeXM社區資源。我們的社區使客戶、客戶之間以及PrimeXM
形成了良性的互助關系，讓每個成員都在健康、透明的環境下迅速發展，互利共贏。

作為一個專業的金融交易技術供應商，PrimeXM一貫堅持透明與中立的立場，只專注技術研發，不涉足與客戶競爭的領域。我們積極地觀測市場動向、專心聆聽客戶的建議，不斷革新自己的技術，研發新功能；我們熱忱、活力、經驗豐富的團隊則來自全球18個國家和地區，大家各司其責，全心全力為我們的客戶提供最優質的產品及服務。