About this role
Hong Kong Island, Hong Kong SAR, Hong Kong
Application Support - FinTech
Overview
We are seeking an experienced Application Support Engineer to be the primary point of contact for external counterparties and ensure reliable platform operation. The role combines client-facing support, proactive system monitoring, incident management, and contribution to platform improvements.
Core Responsibilities
- Client Triage & Resolution: Act as the first point of contact for external counterparties. Own support tickets end-to-end, driving timely investigation, communication, and resolution.
- System Monitoring: Perform daily pre-market checks to confirm application stability and availability. Continuously monitor platform health and respond to alerts.
- Incident Management: Rapidly identify, troubleshoot, and escalate incidents. Coordinate with Contineos product and engineering teams to restore services and minimize business impact.
- Documentation & Continuous Improvement: Maintain and enhance runbooks, playbooks, and platform documentation using the Atlassian suite. Help improve log collection, alerting, and monitoring processes.
- Collaboration: Work closely with product, engineering, and operations teams to surface recurring issues, propose remediation, and support deployments or configuration changes when required.
Qualifications & Requirements
- Experience: 3–6 years in IT, application support, or Financial Services support roles.
- Client-Facing Skills: Demonstrated experience managing external client relationships with professionalism. Excellent verbal and written communication skills in English are required.
- Technical Skills (Essential):
- Proficiency in SQL for querying databases and investigating logs.
- Comfortable with basic Linux command-line operations and troubleshooting.
- Nice-to-Have (Bonus) Skills:
- Experience with Python scripting
- Familiarity with FIX connectivity
- Experience with log collection/search tools such as Kibana or Splunk
- Problem Solving: Strong analytical and diagnostic skills with a methodical approach to root-cause analysis. Ability to build trust with clients and internal stakeholders.
Required Skills:
FinTech
Kibana
Connectivity
Support
BASIC
Driving
Incident Management
Search
Operations
Splunk
Financial Services
Collaboration
Analysis
Investigation
Checks
Continuous Improvement
Availability
Communication Skills
Databases
Linux
Troubleshooting
Problem Solving
Documentation
Engineering
Business
SQL
Python
English
Communication
Management
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