Application support engineer (weekend shift)

oneZero Financial Systems is a global software development company with offices in the USA, UK, Singapore, and Australia. Our platform, deployed with over 200 financial entities worldwide, empowers banks, brokerages and hedge funds with cutting-edge trading technology. OneZero's core product features a high-performance trading environment with real-time integrations with some of the world's leading banks and financial institutions.

Over the last few years, oneZero has seen a surge of interest from our client base in trading digital assets like bitcoin and other cryptocurrencies. Our platform is primed and ready to support this emerging asset class, allowing our clients to actively participate in the digital asset space 24 hours a day, 7 days a week.

We’re excited to expand and evolve our support model to accommodate the continuous trading hours of these digital assets. This change will also put us in the perfect position to handle the transition of traditional OTC FX markets to extended off-hours trading.

Come and join the oneZero team to collaborate on this brand-new industry dynamic!

oneZero earns 2025 Great Place To Work Australia Certification™ https://www.onezero.com/awards/onezero-earns-2025-great-place-to-work-australia-certification

oneZero is proud to have been named one of Business Intelligence Group's Best Places to Work for three consecutive years: https://www.onezero.com/homepage/onezero-2024-best-place-to-work-for-third-year/

The Boston Globe names oneZero a Top Place to Work in 2022, 2023, and 2024: https://www.onezero.com/homepage/the-boston-globe-names-onezero-a-top-place-to-work-for-third-year-in-a-row/

Please see oneZero featured in e-Forex Magazine to learn more about the company and our dynamic team https://e-forex.net/?s=onezero

Job Description:

The Application Support Engineer position supports customer-facing operations by responding to operational and business issues. This position is also responsible for planning, deploying, and supporting client implementations of oneZero's products.

This position will be responsible for planning and executing weekend activities in coordination with our existing Monday-through-Friday support team. This work will include carrying out upgrades and migrations for the oneZero application software, processing client service requests, and providing application support to clients over the phone, email, and live chat.

The successful applicant for the Application Support Engineer position will be required to work full-time hours spread across set days during the usual business week and weekend. The typical schedule will be four weekdays and one weekend day per week. This is subject to an initial 8-week training period from the commencement date, during which all work will be performed Monday to Friday.

Specific Duties:

• Monitor production systems and analyze alerts to determine severity, business impact, and appropriate response strategy using technical expertise and operational experience.
• Investigate system anomalies by correlating logs, metrics, and traces to identify root causes and determine remediation approaches.
• Determine and execute appropriate corrective actions based on assessment of technical risk, business impact, and available remediation options (e.g., service restarts, failovers, configuration adjustments, rollbacks).
• Exercise independent judgment to balance response speed against technical risk when selecting among multiple remediation options in consultation with industry best practices.
• Evaluate incident severity and business impact to determine when immediate action is warranted versus when to coordinate with engineering teams for complex or systemic issues.
• Evaluate and enhance runbooks, operational procedures, and monitoring strategies based on operational experience and evolving system requirements.
• Plan and coordinate deployments by assessing risk, determining validation strategies, monitoring key performance indicators, and making go/no-go decisions during rollout phases.
• Plan and execute client implementations by evaluating readiness criteria, identifying technical dependencies, determining deployment sequencing, and designing validation strategies for bridging, aggregation, and reporting components.
• Assess client connectivity requirements and infrastructure readiness, making informed recommendations about configuration approaches and integration patterns to ensure successful production transitions.
• Partner with client-facing teams to assess operational risks, define technical requirements, and determine handover readiness for steady-state support.
• Identify recurring operational patterns and design automation solutions (scripts, tooling, monitoring enhancements) that improve efficiency and system reliability while maintaining appropriate safety controls.
• Analyze operational outcomes and document decisions, rationale, and results for auditability and continuous improvement.
• Lead post-incident analysis by evaluating contributing factors and recommending process improvements, monitoring enhancements, or architectural changes.
• Analyze trade execution issues, pricing anomalies, and connectivity problems by evaluating FIX/API message flows to determine whether issues require operational intervention or engineering escalation.
• Assess and validate client onboarding prerequisites (API credentials, connectivity parameters, spread and routing configurations), making informed judgments about deployment readiness and identifying gaps requiring resolution.
• Evaluate liquidity provider and platform connectivity issues, determining whether problems stem from configuration, network, or systemic factors.
• Respond to client inquiries by analyzing technical issues, determining appropriate solutions, and providing guidance within SLA commitments.
• Assess recurring client issues and technical patterns to identify opportunities for documentation improvements, process enhancements, or engineering solutions.
• Ensure operational activities adhere to security best practices and change management procedures, exercising judgment about appropriate controls for different types of changes.
• Handle sensitive client credentials and configuration data according to established security frameworks, making risk-based decisions about access and handling procedures.
• Exercise judgment in determining appropriate response urgency and escalation based on business impact, technical severity, and client criticality for issues including latency spikes, connectivity problems, trade discrepancies, and configuration gaps.

Required Skills:

• 3+ years in production operations, site reliability engineering, or technical support for mission-critical systems.
• Basic Linux system administration skills and networking knowledge (diagnostics, troubleshooting, performance analysis).
• Experience using monitoring and observability tools to diagnose system behavior and performance issues.
• Demonstrated ability to analyze complex technical issues, evaluate remediation options, and make sound decisions under time pressure.
• Clear written and verbal communication skills for incident documentation, client interaction, and cross-team collaboration.
• Scripting (Python, Bash, PowerShell or similar) for simple automation and reporting.
• Direct experience supporting or onboarding technical client integrations (readiness checks, configuration validation, data flow verification).
• Familiarity with bridging, aggregation, and reporting integration patterns (or demonstrable ability to learn them rapidly).

Attractive Skills:

• Exposure to real‑time data or financial technology environments.
• Container platform familiarity (Docker, for example, ECS, or Kubernetes).
• Streaming / messaging systems (Kafka, Kinesis, or similar).
• Basic performance troubleshooting (resource usage, latency, responsiveness patterns).
• Foundational security hygiene (least privilege, credential handling best practices).
• VMware virtualization exposure.
• Administering MetaTrader (MT4/MT5) servers or related components.
• Advanced PowerShell or broader programming (Go, Java, .NET) for tooling enhancements.
• Supporting financial services clients in production triage contexts.
• Knowledge of core financial markets concepts (pricing, spreads, order flow).
• Brokerage middle or back office operational experience (trade capture, reconciliation, reporting).
• Experience automating repetitive operational tasks (scripted runbook wrappers, small tooling improvements).