Trade Support Analyst II in Work From Home at TradeStation

Date Posted: 8/24/2021

Job Snapshot

Job Description

Trade Support Analyst II
Virtual US or Costa Rica
TradeStation is an online brokerage firm seeking to level the playing field for self-directed investors and traders, empowering them to claim their individual financial edge.  At TradeStation, we're continuously pushing the boundaries of what's possible, encouraging out-of-the-box thinking and relentless search for innovation.  We offer a collaborative and flexible work environment, competitive salaries, comprehensive benefits and a generous PTO policy.
POSITION SUMMARY:

The Trade Support Analyst II is responsible for supporting all internal TradeStation employees on issues with our Order Execution, Data Network and Backoffice systems for both simulated and live trading. They help troubleshoot and triage any technology related issue with our back-end systems.

The right candidate appreciates the criticality of this role and is someone who excels and focuses under pressure and doesn’t mind being front and center during production incidents.

ESSENTIAL JOB FUNCTIONS:
  • First line responder to customer trading, system functionality questions and problems
  • Record all queries in a tracking system related to trade support analysis
  • Interact with third-party company’s to identify technical issues. 
  • Manage  internal contacts as well as escalation path through problem ownership
  • Aid in resolving escalated support cases requiring engineering assistance
  • Ensure escalation of issues to suitable IT staff if necessary
  • Actively monitor and respond to alerts within the technology atmosphere
  • Collaborate with varied IT staff to execute new tools as well as strategies
  • Ensure testing of new software releases and deploying to production
  • Ensure optimization of system uptime by monitoring, using change management methods, and quickly responding response to any outage
  • Manage circumstances inclusive of incident resolution process as well as client communications
  • Develop and maintain system documentation
  • Collaborate with various team members to accomplish firm goals
  • Provide off-hours and remote support
  • Support document management, records management, portals, collaboration, imaging, and workflow applications
  • Create database queries using T-SQL
  • Produce organized and informative system documentation, including details of application configuration, installation, and client infrastructure
  • Contribute to and maintain a knowledge base of previous support issues
  • Train Team members on applications and help them resolve application issues
  • Identify areas for improvement and suggest plans to remedy
KNOWLEDGE, SKILLS & ABILITIES:

Knowledge of:
  • General programming language know-how
  • FIX Protocol
  • Experience with stateful, low latency, time series data 
  • Windows and Linux server management
Ability to:
  • Program in C++ or C#
  • Perform basic SQL queries
  • Communicate with business users explaining technical issues in high-stress, production situations.
  • Extensive knowledge of multiple trading platforms in order to handle technical questions regarding trading as well as software support
  • Excellent troubleshooting skills to root cause complex issues is required
  • Critical thinking and excellent problem-solving skills
  • Strong organizational skills
  • Ability to work under pressure
  • Work a night-shift schedule, Sunday to Thursday 5PM-1AM EST or 1AM-9AM EST; some weekend work will be required, but the work week will not exceed 40 hours per week
EDUCATION & EXPERIENCE:
  • Bachelor's degree
  • Trading experience with Equities, Options and Futures transactions
  • 6+ years of experience of financial services experience
  • Programming experience a plus
  • Automation / SRE experience a plus
  • AWS services knowledge is a plus
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