Software Support Engineer
Join Etrading Software – Build the Future of Fintech with Us!
At Etrading Software, we empower global markets with trusted, high-quality data services, fostering fairness and transparency for all. We are a team driven by trust, innovation, and collaboration, working on cutting-edge financial technology solutions that shape the future.
About the Role
The Software Support Engineer is responsible for providing first- and second-line support for trading related Java/web applications hosted in a cloud environment. This role ensures that client issues are addressed promptly and accurately, while escalating complex matters to senior team members or development teams as needed. This position is ideal for individuals with a solid technical foundation, a strong sense of ownership, and a desire to grow their expertise in application support within a dynamic and highly collaborative environment.
Key Responsibilities
Provide L2 application and operational support for Java/web-based applications and services hosted in AWS
Follow ITIL standards and best practices for Service Request, Incident, Problem, and Change Management processes
Demonstrate strong proficiency in Linux/Unix environments, including command-line troubleshooting and system investigation
Monitor application and infrastructure health through system metrics, logs, visualization dashboards, and alerts
Analyze logs, system behavior, and application performance to identify and resolve operational issues
Troubleshoot and resolve application, system, and performance-related issues within agreed SLAs
Create, maintain, and improve monitoring alerts and operational dashboards for proactive issue detection
Work in a fast-paced production support environment with minimal supervision while ensuring timely issue resolution
Participate in incident response, root cause analysis, and post-mortem activities
Escalate critical or recurring issues to development or infrastructure teams when necessary
Collaborate with cross-functional teams including developers, infrastructure engineers, and stakeholders
Maintain accurate ticket updates and documentation using ticketing platforms such as Jira or Zendesk
Create and maintain Knowledge Error Database (KEDB) articles and operational documentation
Rehearse, implement, review, and notify clients of changes pushed to into production
Contribute to continuous improvement initiatives involving automation, monitoring, operational efficiency, and support processes
Deliver professional and effective communication to internal and external stakeholders
Core Requirements:
2–4 years of experience in Application Support, Software Support, or Production Support roles
Strong hands-on experience with Linux/Unix systems and shell commands
Good understanding of support operations such as Incident Management, Service Request Management, Problem Management, Change Enablement, Release Management, Monitoring and Event Management
Ability to work independently in a high-pressure and fast-paced environment
Familiarity with support ticketing and incident management tools (e.g., Jira, Zendesk)
Strong analytical, communication, and problem-solving skills
Willingness to work on shifting schedules, working on weekends and provide off-hours support when needed
Must be flexible and adaptable to shifting business requirements, organizational changes, and evolving priorities, with the ability to adjust work approaches accordingly
Nice to haves (preferred but not required):
Knowledgeable in Scrum methodology
Experience working with cloud platforms such as AWS is an advantage
Basic understanding of relational databases and No SQL queries
ITIL v4 Certification
Experience in creation, scheduling, updating and maintenance of Bash/Shell scripts
Note
This role reflects current business needs. As our products and platforms evolve, responsibilities may shift or expand. Any changes will be communicated and discussed with the respective Heads of Function to ensure alignment with your strengths, interests, and the company’s strategic goals.
Why Join Us?
😊 Happiness & Well-Being – Say goodbye to Sunday dread! We prioritize work-life balance, ensuring a workplace where trust and respect thrive. With a hybrid setup (only 2x onsite per month), you have the flexibility to do your best work from where you thrive.
🔍 Transparency & Trust – Open communication is at the heart of what we do. We foster a culture of clarity, accountability, and integrity, ensuring you always have a voice.
🏆 Excellence & Growth – We are committed to continuous learning and innovation. With training, certifications, and career development opportunities, we support your professional growth every step of the way.
🌍 Diversity & Inclusion – We embrace diverse perspectives, creating an empowering and inclusive workplace where everyone can contribute meaningfully.
🤝 Collaboration & Impact – Work alongside industry leaders, developing high-frequency, low-latency trading applications that drive fairness and transparency in financial markets worldwide.
At Etrading Software, we don’t just build technology—we build trust, innovation, and strong partnerships. If you’re looking for a career that values your growth, well-being, and impact, we’d love to have you on board!
By applying to this job, you are permitting our organization to use your personal data solely for recruitment purposes. This data may be shared with third-party services to streamline the processing of your application and with our parent company, ETS London, for recruitment assessment and interview purposes.
We are committed to protecting and respecting your privacy. For more information on how we collect, use, store, and protect your personal data, please read our Privacy Notice or request a copy from our Data Protection Officer (DPO) at DPOManila@etradingsoftware.com.