Level 2 Support Engineer

Project Description:

Our client, a large international commodity trading company, is seeking a highly skilled and motivated Support Engineer to become a part of a newly formed Level 2 Support Team for market data solutions. This role supports business and technical users in the commodity trading environment and liaises with both the internal implementation team and external vendors. The ideal candidate will have strong analytical and technical capabilities, a solid understanding of market data flows and applications, and keen attention to detail.

This position is a mix of business/technical analysis, testing and support activities, ideal for those looking to solve problems and help people in a complex environment.

This position could require ability to work during night shifts as well (10pm - 3am CET).

Responsibilities:

• Serve as the primary escalation point for Level 1 support issues related to market data flows and solutions and relevant custom data connectors.
• Provide functional and technical support for market price provisioning, forward curves update, and data integration flows.
• Analyze, troubleshoot, and resolve issues reported by business users, ensuring minimal disruption to trading operations.
• Maintain a deep understanding of the platform's data flows, architecture, and integration points with external data providers.
• Monitor data feeds and system health; proactively identify and mitigate potential issues.
• Document troubleshooting steps, known issues, and solutions in a knowledge base for future reference.
• Coordinate with the implementation team and developers to investigate complex issues and support continuous improvement.
• Liaise with external data providers and third-party vendors as necessary to resolve feed or connectivity issues.
• Participate in root cause analysis (RCA) for critical incidents and contribute to preventive actions.
• Assist in testing and validating new features, configurations, or patches before deployment to production.
• Provide on-call support as part of a rotating schedule, as needed.
• Participate in continuous support process improvement to meet business requirements in a fast-paced environment in a realistic manner.

Mandatory Skills Description:

• Bachelor's degree in Computer Science, Engineering, Information Systems, or related field.
• 3+ years of experience in a technical application support or system operations role, preferably in financial or commodity trading environments/ demonstrated understanding of what works and what doesn't work for ops support, without personal hands-on experience.
• Excellent communication skills, both verbal and written; ability to explain technical issues to non-technical users. Moved up to emphasize this being a key requirement
• Experience with market data platforms, ideally including any of: Enverus MarketView, ZEMA Global, Bloomberg solutions, Refinitiv solutions, ICE Connect, Morningstar.
• Experience with testing for data integration, APIs, and custom data connectors.
• Strong analytical and problem-solving skills with the ability to quickly diagnose issues in complex systems.
• Strong collaboration skills, with the ability to work effectively across teams and with business stakeholders.

Nice-to-Have Skills Description:

• Experience in commodity trading or financial markets.
• Familiarity with DevOps tools (e.g., Jenkins, Git, Splunk) and ITIL practices.
• Experience in a regulated environment with change management procedures.
• Understanding of data curves, pricing models, and financial instruments used in commodity trading.
• Proficiency with SQL, scripting (e.g., Python, PowerShell), and log analysis tools.
• Familiarity with Windows Server environments, application monitoring tools, and incident management systems (e.g., Jira, ServiceNow).

Languages:

• English: C1 Advanced