Application Support Engineer

About Netrio

Netrio is a leading MSP in North America, specializing in IT solutions for small- to mid-market enterprises. We serve over 1,000 clients across industries with services including managed IT, cybersecurity, cloud, connectivity, voice, and custom application development.

About the role

We are seeking a Level 2 application support engineer to support our production trading technology, including order management systems (OMS), execution management systems (EMS), and related front office applications. The role combines hands-on incident resolution with automation of routine operational processes, helping keep trading services reliable and reducing manual effort.

You will work closely with the coverage desk, development, and infrastructure teams to investigate production issues, restore service, and improve day-to-day support procedures.

What you'll do

• Provide Level 2 support for production trading applications, taking ownership of escalated issues from initial investigation through resolution or handoff to development or infrastructure teams.
• Troubleshoot OMS, EMS, and front office workflows, including order entry, routing, execution reporting, application connectivity, and data discrepancies.
• Investigate incidents using application logs, monitoring tools, database queries, and Linux utilities; assess business impact and communicate clear updates to stakeholders.
• Automate routine processes and procedures using Python, including health checks, log analysis, data validation, operational reporting, and repeatable support tasks.
• Maintain and improve monitoring and alerting to identify service degradation, reduce unnecessary alerts, and support timely incident response.
• Support production releases and configuration changes through pre-release checks, deployment validation, and documented rollback procedures.
• Create and maintain runbooks, troubleshooting guides, and knowledge articles that make common issues easier to diagnose and resolve.
• Identify recurring incidents, contribute to root-cause analysis, and work with engineering teams on permanent fixes and operational improvements.

Qualifications

Required

• Experience providing L2 application or production support, with a structured approach to troubleshooting and incident ownership.
• Familiarity with EMS, OMS, and front office trading technology systems, including the order lifecycle and the impact of application issues on trading activity.
• Practical Python scripting skills and experience automating routine operational tasks, with the ability to write readable, maintainable scripts with appropriate logging, error handling, and validation.
• Proficiency in Linux environments, including command-line tools, log analysis, process management, and application troubleshooting.
• Working knowledge of SQL for investigating application data and validating operational results.
• Familiarity with Git and controlled processes for reviewing, testing, and deploying scripts and configuration changes.
• Strong analytical and communication skills, including the ability to prioritize issues under pressure and explain technical problems to non-technical stakeholders.

Desired

• Experience supporting real-time, highly available systems in trading or financial services.
• Working knowledge of FIX messaging and session connectivity for production troubleshooting.
• Experience with monitoring and alerting platforms, job schedulers, APIs, or configuration-management tools such as Ansible.
• Familiarity with incident, problem, and change management practices, and collaboration across support, development, and infrastructure teams.