Job Description

Support Engineer

Department: Service Office

Employment Type: Full Time

Location: Ahmedabad/GiftCity

Compensation: ₹1,400,000 - ₹2,000,000 / year

As a Support Engineer – Entry Level, you’ll be part of the front line of Trading Technologies’ customer support organization. You will assist clients by answering support calls and handling tickets related to the TT trading platform, performing initial triage and investigation to resolve issues or escalate them when needed. This is an entry-level role designed to build a strong foundation in trading technology support. You’ll gain exposure to TT’s full suite of products and lines of business, learning how to identify, troubleshoot, and communicate effectively with clients ranging from individual traders to Tier 1 banks. With time and experience, you’ll have opportunities to grow into more advanced technical and product-focused support roles within TT.

What Will You Be Involved With?

Customer Support and Issue Resolution

• Respond to client inquiries via phone, trading platform tickets, or the customer support portal.
• Perform initial investigation and triage using available tools and documentation.
• Follow playbooks and standard operating procedures to resolve straightforward issues.
• Escalate complex or recurring issues to senior engineers or other teams when appropriate.
• Maintain a professional, client-focused attitude when assisting customers, often under time-sensitive conditions.

Incident and Problem Management

• Log and document all cases accurately in ServiceNow, including troubleshooting steps and status updates.
• Track open incidents to ensure timely follow-up and resolution.
• Contribute observations on recurring issues or improvement opportunities to team leads.
• Communication & Collaboration
• Communicate clearly and professionally with clients, providing updates on issue progress.
• Collaborate with other support engineers and internal escalation teams to ensure smooth handover of cases.
• Participate in knowledge sharing, internal discussions, and training sessions to enhance team effectiveness.

Technical and Tool Proficiency

• Use internal tools such as ServiceNow, Slack, Confluence, and Google Gemini for ticketing, communication, and knowledge reference.
• Learn to review application logs and alerts using available tools (training provided).
• Develop familiarity with TT’s trading platform components and workflows through structured learning and mentorship.

Work Expectations and Coverage

• Be available and responsive during assigned working hours, handling inbound calls and tickets.
• Participate in occasional weekend or holiday coverage for mock trading sessions or critical incidents.
• Coordinate with team members to ensure consistent client coverage during PTO or shift changes.
• Notify the team when stepping away from desk coverage to maintain continuous service availability.

Performance and Accountability

• Take ownership of assigned tickets and ensure customers receive timely and accurate communication.
• Maintain attention to detail in documentation and case handling. Manage priorities effectively under guidance from senior staff.
• Follow established workflows, policies, and service standards to ensure consistent delivery quality.

Collaboration with Other Teams

• Work closely with senior support engineers and operations teams for escalations and monitoring.
• Support post-incident reviews by providing accurate case history and customer impact information when requested.
• Participate in cross-team learning to broaden understanding of TT’s systems and services.

What Will You Bring to the Table?

• Bachelor’s degree or equivalent experience in a relevant field
• Strong analytical and problem-solving skills with an eagerness to learn technical concepts.
• Excellent written and verbal communication in English.
• Comfortable speaking with clients, including traders and financial institutions.
• Familiarity with ticketing tools (e.g. ServiceNow, Jira) preferred.
• Interest in financial markets or trading technology is a plus.
• Basic technical understanding (e.g. operating systems, networking, or scripting) advantageous but not required.
• Willingness to occasionally work weekends or holidays for scheduled activities.
• Career Growth: Gain hands-on experience supporting a global trading platform and develop skills to progress into advanced support roles.
• Learning Environment: You’ll work alongside experienced engineers and receive ongoing training on TT’s platform and industry fundamentals.
• Client Exposure: Direct interaction with traders and Tier 1 financial institutions.
• Global Collaboration: Be part of a connected international support team covering all TT products and lines of business.
• Dynamic Environment: Every day offers new challenges, learning opportunities, and the satisfaction of solving real customer problems.

What We Bring to the Table

• TT is a company in an exciting growth phase, having benefited from new ownership and investment over the last 5 years.
• A compelling suite of products, and plans for significant product development in 2026 and onwards.
• An established and mature core product offering, with a well known and well respected brand identity.
• A dynamic and positive company culture that fosters employee growth and rewards results.
• A comprehensive benefits package.

Trading Technologies ( www.tradingtechnologies.com) is a global capital markets platform services company providing market-leading technology for the end-to-end trading operations of Tier 1 banks, brokerages, money managers, hedge funds, proprietary traders, Commodity Trading Advisors (CTAs), commercial hedgers, and risk managers. With its roots in listed derivatives, the Software-as-a-Service (SaaS) company delivers “multi-X” solutions, with “X” representing asset classes, functions, workflows, and geographies. This multi-X approach features trade execution services across futures and options, fixed income, foreign exchange (FX), and cryptocurrencies, augmented by solutions for data and analytics, including transaction cost analysis (TCA); quantitative trading; compliance and trade surveillance; clearing and post-trade allocation; and infrastructure services. The award-winning TT platform ecosystem also helps exchanges deliver innovative solutions to their market participants and technology companies to distribute their complementary offerings to Trading Technologies’ clients.
Trading Technologies is backed by leading global investment firms Thoma Bravo, one of the world’s largest and most experienced software investors, and 7Ridge, a global growth equity firm focused on technology-enabled businesses.This investment supports Trading Technologies’ continued focus on product innovation, platform scalability, and long-term growth for customers and partners worldwide.
Trading Technologies (TT) is an equal-opportunity employer. Equal employment has been, and continues to be, a required practice at the Company. Trading Technologies’ practice of equal employment opportunity is to recruit, hire, train, promote, and base all employment decisions on ability rather than race, color, religion, national origin, sex/gender orientation, age, disability, sexual orientation, genetic information, parental status, veteran, or any other protected status. Additionally, TT participates in the E-Verify Program for US offices.