Application Support Engineer

PrimeXM is a leading financial technology provider that empowers our clients with innovative and cutting-edge solutions. Our core product, XCore, is a state-of-the-art trading and aggregation engine that is trusted by financial institutions worldwide. We are a global company with a team of passionate professionals who are dedicated to pushing the boundaries of technology in the financial sector. Join our growing team and be part of a technologically advanced company that is shaping the future of finance.

We are seeking a highly motivated and technically skilled Application Support Engineer to become a subject matter expert on our market-leading XCore platform. In this critical, client-facing role, you will focus on providing post-implementation technical support, ensuring the ongoing stability and performance of our clients' live trading environments. You will be the primary technical escalation point for resolving complex issues, managing configuration changes, and maintaining the health of our mission-critical trading infrastructure.

Responsibilities:

• Advanced Troubleshooting: Investigate, diagnose, and resolve complex application issues related to trade execution, latency, pricing, and connectivity. This includes in-depth log analysis and replication of reported problems.
• Technical Consultation & Guidance: Act as a technical advisor to clients. Help them gain a deep understanding of their XCore setup and provide expert recommendations on configuration and best practices to optimize performance and resolve issues.
• Technical Expertise: Develop a masterful understanding of the XCore platform's architecture, features, and integration points with third-party systems, including MT4/MT5 platforms and FIX API connections.
• Collaboration: Work closely with our Development, QA, and Infrastructure teams to escalate and resolve deep-rooted product issues, providing detailed feedback to drive product improvements.

• Knowledge Sharing: Contribute to our internal and external knowledge base by creating detailed documentation, advanced troubleshooting guides, and best-practice articles.

• System Monitoring: Proactively monitor the health and performance of client environments to identify and address potential issues before they impact trading operations.

• 2+ years of experience in a technical support, application support, or similar role, preferably within the FinTech, Forex, or financial services industry.
• Exceptional analytical and problem-solving skills, with a passion for deep investigation and resolving complex technical puzzles.
• Excellent communication and interpersonal skills, with the ability to act as a consultant and advisor to technical clients.
• Ability to work effectively under pressure in a fast-paced, 24/5 market environment.
• Basic understanding of SQL and the ability to connect to a database to run queries.

Desirable skills:

• A background in the FinTech or Forex sector (e.g., brokerage support, platform administration, dealing) is a major plus.
• Knowledge of networking fundamentals (TCP/IP) and operating systems (Windows/Linux) will be considered an advantage.
• Familiarity with the FIX protocol is an advantage.

• Competitive salary
• Fully remote role with weekly rotating shifts (including nights)
• Career and development opportunities