Product Support Front Office Support

Front Office Support Representative

Liquidnet Americas is looking for a mid-level 'Front Office Support' representative to provide top level service to our business and customer base. The role requires an organized and motivated self-starter with an intuitively high-level of customer service, technical expertise to support an expanding business and experience in a similar-sized support operation within a bank, brokerage, or trading platform.

Located within the front office and facing-off directly to traders, sales reps, quants, quant developers, the candidate must be comfortable translating business requests into the appropriate technical actions or changes, which will require a solid understanding of common equity algorithms and workflows.

The successful candidate will thrive in a complex technical environment that is undergoing significant change and actively contribute to the supportability enhancements of the system using prior experience and ideas. This will utilize a strong technical skillet (FIX, Linux, database (SQL, or Oracle), and network troubleshooting) and a positive 'can do' attitude.

Role Responsibilities:

• Provide daily application support and troubleshooting for clients and internal trade desks using proprietary tools, escalating issues to development teams as necessary.
• Address client customization requests within algorithmic trading systems and ATS platforms.
• Analyze and resolve issues related to order routing, trade flow, and post-trade processes.
• Manage team communication channels, queues, and mailboxes to ensure timely and prioritized action on requests.
• Adhere to incident and problem management procedures, analyzing trends and patterns.
• Assist in product testing and project-related tasks.
• Work within a shift Rota to provide support coverage for the Americas from 7 AM to 6 PM.
• Contribute to the 'follow the sun' support model by collaborating with global teams in APAC and EMEA for pre-market health checks.
• Conduct regional start-of-day health checks to ensure platform processes are operational and all members are connected.
• Occasionally work weekends for major upgrades or out-of-hours testing.

Experience / Competencies:

Essential:

• At least 3 years hands-on support experience within a financial institution (buy-side, sell-side, venue/platform provider)
• Solid application support experience within a Linux environment
• Excellent working knowledge of the FIX protocol
• Strong understanding of US/Canadian Equity market structure, mechanics and electronic trading flows
• Ability to convey expected behaviour of industry-standard algorithms (VWAP, TWAP, IS, POV etc)
• Automation and scripting experience
• Proven experience of MSSQL, Oracle and Sybase database environments, including complex query-writing
• Proven experience of supporting Windows Server environments
• Experience in troubleshooting network problems: i.e. firewall and routing problems

Desirable:

• Automation and scripting experience (PERL, Python, Powershell, Bash etc)
• Knowledge of DevOps principles and workflows, including collaboration with Development teams
• Experience with automation tools (Ansible, Puppet etc)
• Proven experience in managing cloud-based infrastructure and services, including AWS, Azure, or Google Cloud Platform
• Hands-on experience with containerization technologies like Docker and orchestration platforms like Kubernetes
• Exposure to client/venue technical FIX onboarding.
• Experience supporting message-based architecture (Solace, Tibco, MQ etc)
• Experience with industry-standard monitoring tools (ITRS, Prometheus or similar)
• Working knowledge of at least one buy-side or sell-side Order Management System.
• Understanding of common industry algorithms (VWAP, TWAP, IS, POV etc)
• Familiarity with industry-standard monitoring tools (e.g., ITRS).
• ServiceNow, Control-M and Elastic (ELK stack) familiarity
• Experience with Site Reliability Engineering (SRE) practices, including monitoring, incident response, and post-mortem analysis

Person Specification:

• Ideal for someone who thrives under pressure in a front-office support role, supporting business growth and enhancing support functions.
• Motivated self-starter with a strong sense of ownership.
• Analytical, disciplined problem-solver.
• Driven by customer satisfaction and support excellence.
• Strong organizational skills.
• Capable of communicating confidently with stakeholders at all levels, including technical teams, clients, traders, quants, and executives.
• Committed to adhering to Service Level Agreements (SLAs) and minimizing Mean Time to Resolve (MTTR).
• Team-oriented with a willingness to participate in new projects and assist other departments.
• Demonstrates core business values through day-to-day work ethic.
• Flexible regarding working hours.

Role Band & Level:

• Professional, 4

Annual Salary:

• $95,000-$100,000

Company Statement:

We know that the best innovation happens when diverse people with different perspectives and skills work together in an inclusive atmosphere. That's why we're building a culture where everyone plays a part in making people feel welcome, ready and willing to contribute. TP ICAP Accord - our Employee Network - is a central to this. As well as representing specific groups, TP ICAP Accord helps increase awareness, collaboration, shares best practice, and holds our firm to account for driving continuous cultural improvement.

Location:

USA - 200 Vesey Street - New York, NY