Job Description

FUNCTIONAL TITLE Support Analyst

Location: Pune

Type: Permanent

Corporate Level: VP/Associate

Job Description

We’re looking for a customer-focused Support Analyst/Site Reliable Engineer to provide technical assistance and issue resolution for our internal users. You’ll act as a first line of support, triaging issues, documenting resolutions, and collaborating with engineering teams to improve system reliability.

Key Responsibilities

• Respond to support requests and diagnose issues across applications and services
• Escalate complex problems to engineering teams with clear documentation and context
• Maintain internal knowledge bases, FAQs, and support documentation
• Communicate empathetically and effectively with users, ensuring timely follow-up
• Collaborate with developers and QA to identify root causes and improve system stability

Skills & Experience

• 5+ years in technical support and engineering functions for real-time trading environment
• Strong troubleshooting and communication skills
• Strong knowledge of Windows/Linux environment and SQL
• Knowledge of Open Telemetry, Grafana dashboard
• Knowledge of FIX protocol
• Familiarity with ticketing systems (e.g. Jira Service Desk, Service-Now)
• Familiarity with incident or problem management
• Basic understanding of software systems and APIs

Nice to Have

• Exposure to Investment Banking / Financial Services organisation

Jefferies is a leading global, full-service investment banking and capital markets firm that provides advisory, sales and trading, research, and wealth and asset management services. With more than 40 offices around the world, we offer insights and expertise to investors, companies, and governments.

At Jefferies, we believe that diversity fosters creativity, innovation and thought leadership through the infusion of new ideas and perspectives. We have made a commitment to building a culture that provides opportunities for all employees regardless of our differences and supports a workforce that is reflective of the communities where we work and live. As a result, we are able to pool our collective insights and intelligence to provide fresh and innovative thinking for our clients.

Jefferies is an equal employment opportunity employer, and takes affirmative action to ensure that all qualified applicants will receive consideration for employment without regard to race, creed, color, national origin, ancestry, religion, gender, pregnancy, age, physical or mental disability, marital status, sexual orientation, gender identity or expression, veteran or military status, genetic information, reproductive health decisions, or any other factor protected by applicable law. We are committed to hiring the most qualified applicants and complying with all federal, state, and local equal employment opportunity laws. As part of this commitment, Jefferies will extend reasonable accommodations to individuals with disabilities, as required by applicable law.