Client Support Engineer

About Us:

We’re looking for a proactive, detail-oriented L1 Client Support Engineer to provide first-line technical and functional support to our clients during Australian business hours. This role is critical in ensuring system uptime, managing client inquiries, triaging incidents, and escalating
issues to the appropriate internal teams.

Location: Philippines or Australia-based for Australia Time Zone Coverage

Reporting to: Chief Technology Officer

Roles & Responsibilities:

• Act as the first point of contact for client support issues raised via email, chat, or ticketing system.
• Monitor support queues, acknowledge and triage tickets within agreed SLAs.
• Diagnose and resolve basic technical and functional issues related to our platforms and services.
• Provide clear, concise, and professional communication to clients on issue status, resolution steps, and timelines.
• Perform routine checks on system health, data integrity, and trade flows during the Australian trading window.
• Escalate complex or high-priority issues to L2/L3 teams with appropriate documentation and context.
• Collaborate with global support and development teams to ensure seamless issue resolution and knowledge sharing.
• Maintain detailed and accurate logs of client interactions and incidents in the ticketing system.
• Assist in the creation and maintenance of internal documentation and client-facing knowledge base articles.

Skills & Experience

Must-Have:

• Min 2 years in a client-facing IT support or application support role (preferably in fintech or financial services).
• Good knowledge and hands-on experience using SQL, scripting (e.g., Python), or log analysis.
• Excellent problem-solving and communication skills – must be a fluent English speaker.
• Experience using ticketing and incident management tools (e.g., Github, Zammad).
• Familiarity with basic networking, APIs, and web-based applications.
• Ability to work independently and working remotely with Line Manager support based in a different time zone.
• Strong organisational skills and attention to detail.

Nice-to-Have:

• Exposure to Financial services, trading systems, financial markets, or real-time data
  platforms.
• Knowledge of/experience with Kubernetes, Docker, Linux
• Previous experience working with clients in the APAC region.