* This role is available in Charlotte, NC and New York City*
Role Description
FNZ Securities USA, headquartered in New York City, is a self-clearing broker-dealer which provides fully disclosed clearing and custody services to introducing broker-dealers and RIAs in the wealth management space. We are currently going through the application process with FINRA to become a licensed clearing broker-dealer and we expect to commence operations in the first quarter of 2024.
This role is an exciting opportunity for a highly experienced Technical Support Specialist to play a critical role in establishing FNZ Securities as a key player on the market. As a Technical Support Specialist, you will play a crucial role in ensuring the smooth operation of our trading platforms, software applications, and related technologies for equities, options, and fixed income. You will provide technical assistance and troubleshooting support to traders, clients, and internal stakeholders, contributing to the overall success of our trading operations.
Specific Role Responsibilities
Technical Assistance: Provide timely and effective technical support to traders, clients, and internal users experiencing issues with trading software, platforms, and related technologies.
Issue Resolution: Diagnose and troubleshoot complex technical issues, both hardware and software-related, and work towards timely resolution to minimize trading disruptions.
Remote Support: Offer remote assistance through various communication channels, including phone, email, chat, and remote desktop tools, to guide users through issue resolution steps.
Documentation: Maintain detailed records of technical issues, solutions, and communication with users in a knowledge base or ticketing system for future reference.
Escalation Management: Collaborate with other technical teams, developers, and vendors to escalate and resolve high-priority or unresolved issues in a timely manner.
User Training: Provide training and guidance to users on trading software functionality, tools, and best practices to enhance their understanding and ability to navigate the technology.
System Monitoring: Monitor trading systems and platforms to proactively identify potential issues or performance bottlenecks and take appropriate actions to prevent disruptions.
Software Updates: Assist with the testing and deployment of software updates, patches, and upgrades to ensure compatibility and stability within the trading environment.
Compliance: Work with industry professionals and regulatory agencies to comply with certifications, testing, reporting, and fair access requirements.
Integration: Work with vendors and liquidity providers to enable real time messaging, order flow, execution, and post trade STP.
Emergency Response: Be available for on-call support during critical trading hours or system emergencies to ensure immediate attention to urgent issues.
Communication: Maintain open and clear communication with traders, clients, and internal stakeholders, providing status updates and resolutions in a professional manner.
Continuous Improvement: Contribute to the improvement of internal processes, workflows, and support documentation to enhance the efficiency and effectiveness of the technical support function.
Experience Required
Bachelor’s degree in computer science, Information Technology, or related field preferred.
Proven experience (5 years) in technical support or help desk role, preferably within the trading or financial industry.
Strong understanding of trading platforms, order routing, market data feeds, and related trading technologies.
Proficiency in troubleshooting and diagnosing technical issues in a high-pressure environment.
Familiarity with various OMS/EMS workflows, FIX, networking concepts, and database management.
Excellent communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users.
Relevant certifications (e.g., CompTIA A+, Network+, etc.) are a plus.
Ability to work independently, manage priorities, and thrive in a fast-paced trading environment.
Detail-oriented with a strong commitment to documenting processes and solutions.
About FNZ Culture
Our culture is what drives us. It's at the heart of who we are and everything we do. It's what inspires, excites, and moves us forward. Our ambition is to create a culture for growth, one that opens up limitless opportunities for our employees, customers and the wider world. At FNZ we know that great impact is only possible with great teamwork.
That’s why we value the strength and diversity of thought in our global team.
The FNZ Way is the cornerstone of what we do. It is comprised of four values that set the standard for how everyone at FNZ interacts with each other, with our customers, and with all our diverse stakeholders around the world.
1. Care hard for customers and each other
2. Bring ambition to everything we do
3. Own it all the way
4. Work as one open team
Read more about The FNZ Way and our values: www.fnz.com/culture
Opportunities
Right from day one, you will work alongside exceptional, multicultural teams - experts in their respective fields - who will inspire and challenge you to make your greatest impact.
Be part of a highly successful, rapidly growing, global business that is leading the delivery of financial services via cloud computing and partners with some of the world’s largest companies;
Working in a flexible and agile way that meets the needs of the business and personal circumstances;
Remuneration, significant financial rewards and career advancement is based on individual contribution and business impact rather than tenure or seniority;
We provide global career opportunities for our best employees at any of our offices in the UK, EU, US, Canada, South Africa, and APAC.
Commitment to Equal Opportunities
At FNZ, we recognise that diversity, equity and inclusion are important factors contributing to our success. We embrace the unique perspective and capabilities of our current and future employees, which will help us continue to drive innovation and achieve our business goals. Recruitment decisions at FNZ are made in a non-discriminatory manner without regard to gender, ethnicity/race, faith, age, nationality, gender identity, sexual orientation, marital status, socio-economic background, disability or military veteran status where all applicants and employees are valued and respected.
In addition, we want to ensure accessibility needs are well supported, if you require specific support please advise us.
About FNZ
FNZ is committed to opening up wealth so that everyone, everywhere can invest in their future on their terms. We know the foundation to do that already exists in the wealth management industry, but complexity holds firms back.
We created wealth’s growth platform to help. We provide a global, end-to-end wealth management platform that integrates modern technology with business and investment operations. All in a regulated financial institution.
We partner with over 650 financial institutions and 12,000 wealth managers, with US$1.5 trillion in assets under administration (AUA).
Together with our customers, we help over 20 million people from all wealth segments to invest in their future.