Application Support Engineer (Exchange/Trading)

As an Application Support Engineer at Keyrock, your primary responsibilities include ensuring maximum uptime for multiple production systems, providing L1/L2 application production support to internal users, and managing incidents and requests. You'll be involved in monitoring critical system alerts, diagnosing issues, and collaborating with internal teams and external vendors to resolve production system issues effectively.

To qualify for the Application Support Engineer position at Keyrock, you need a degree in Computer Science, Engineering, or Information Technology, along with 2-5 years of experience in application support or development. Additionally, experience with high-frequency trading platforms, knowledge of AWS, and proficiency in SQL are essential.

Keyrock fosters an inclusive and diverse company culture that values collaboration, innovation, and continuous learning. As an Application Support Engineer, you'll be part of a dynamic team that cherishes individual contributions while promoting a shared vision for the future of digital assets.

Yes, Keyrock values self-awareness and personal development, offering ample opportunities for career growth. As an Application Support Engineer, you'll have the chance to refine processes, improve your skills, and contribute to exciting projects within the digital asset space.

The work-life balance for an Application Support Engineer at Keyrock is highly flexible. You can expect autonomy in your time management, with the opportunity to work remotely and set your own schedule, enabling you to balance professional responsibilities with personal commitments.

As an Application Support Engineer at Keyrock, you can expect a competitive salary package along with various benefits, depending on your engagement method—either as an employee or freelancer. These benefits can include flexibility in working hours, remote work opportunities, and a supportive team environment.

Keyrock utilizes a modern technology stack that includes AWS for cloud services, SQL for database management, and container infrastructures like Kubernetes for deployment. Familiarity with monitoring tools such as Datadog and Prometheus is also valuable for the Application Support Engineer position.

Prioritizing tasks in a high-pressure environment involves assessing the impact and urgency of each incident. I typically categorize incidents based on their severity and the systems affected, and address critical issues first to minimize downtime while keeping communication open with affected users.

In my previous roles, I supported high-frequency trading platforms by monitoring production systems and responding to alerts. I worked closely with traders to understand their workflow and identify potential system improvements, which enabled me to resolve issues promptly while maintaining optimal uptime.

When facing a critical system outage, my initial response involves assessing the situation quickly, leveraging monitoring tools to identify the issue's root cause, and escalating as necessary. Maintaining clear communication with stakeholders is crucial to manage expectations and provide timely updates throughout the resolution process.

I focus on documenting common issues and resolutions to create a knowledge base for future reference. Implementing automation solutions can streamline repetitive tasks. Regular team reviews of past incidents allow us to identify patterns and improve our overall incident response framework.

I consider myself proficient in SQL, having used it extensively for querying databases in application support roles. I have created complex queries to extract relevant data for troubleshooting, helping to identify anomalies and trends critical for resolving application issues.

I have utilized shell scripting to automate various tasks, including system monitoring and log analysis. This experience has helped streamline manual processes and reduce the time spent on repetitive tasks, contributing to increased efficiency in our application support processes.

I promote knowledge sharing within the team by documenting processes and encouraging open discussions about troubleshooting experiences. Regular team meetings focused on recent incidents allow for collective learning and ensure that knowledge is retained even if team members change.

In a previous role, a major incident arose when a critical trading system went down before a major trading event. I assumed the role of major incident manager, coordinating with cross-functional teams, keeping communication lines open, and ensuring prompt resolution while minimizing user impact.

I have experience with several monitoring tools such as Datadog and Prometheus. These tools have allowed me to set up alerts and dashboards for live system performance tracking, helping to proactively identify issues before they escalate into outages.

I approach difficult interactions with empathy, focusing on active listening to understand their concerns. Clear communication is key in these situations. I aim to provide them with accurate updates and involve them in the resolution process to foster a collaborative atmosphere.