# Senior Technical Support Analyst - (US Shift) > Two95 International Inc. · India (Remote) · Full-time · Posted 2026-06-12 **Workplace:** remote **Department:** Information Technology ## Description **Hiring - Senior Technical Support Analyst - FIX Financial Information Exchange Protocol - Remote /India role - (US Shift)** This role encompasses the day-to-day operation as a senior level 2 technical support executive, extends to the day-to-day engagement with internal, customer, and potentially 3rd party teams. This includes working collaboratively with our core development and professional services teams, and constantly looking for service and product improvements. **Role requires ideally have 8+ years’ experience in configuring, deploying, and supporting electronic trading systems or similar. A background in financial services trading systems, the FIX protocol, and trading message workflows especially equities and foreign exchange is therefore highly desirable.** Key Accountabilities • Providing service management support to the customer within an SLA framework • Providing an escalation point to the customers for service problems • Take a lead role as service champion for certain strategic customers • Maintenance and management of toolsets and Knowledge Base content • Creating and presentation of the agreed Customer Service reports • Embedding and driving compliance with policy and standard operating procedures • Delivery against change control and request management processes • Acting as the standard bearer for the (ITSM) Incident Management system and contributing to the on-going improvement of service levels • To lead the continual development and improvement of the support team with the emphasis on customer focus being a priority Key Responsibilities • Taking a proactive approach with strategic customers to mitigate potential service issues • Providing regular incident updates to the team and customers concerning open incidents • Developing, co-ordinating and promoting incident management activities across the whole of Support and Development • Taking responsibility for the effective functioning of the Incident Management processes across all support areas • Providing expert advice to customers in the resolution of Incidents, including negotiation with customers, service support teams, and 3rd parties in order to resolve issues • Managing the monitoring and resolution of stalled or breached jobs with 2nd and 3rd line groups • Ensuring effective and rapid response to Major Incidents • Ensuring that any service breach is suitably recorded and described before it is closed • Reviewing and recommending, as appropriate, changes to support processes to ensure continuous improvement of the incident management process • Providing guidance on Incident Management to all support staff and assist in their training and knowledge development • Reviewing and improving the accuracy and content of the Service Management System knowledge base • Producing metrics for service performance and customer satisfaction both on a regular and an ad hoc basis • Helping users and customers to know about the availability of services and the procedure for obtaining them. • Maintain user and customer satisfaction through efficient and professional handling of all service requests • Assist users and customers with general information, complaints, or comments. Desirable qualifications: • Networking • AWS or Azure cloud management Working Hours / Holidays: US West Coast working hours US Holidays (Indian Holidays will be working days) ## Requirements Requirements • 8+ years’ experience supporting electronic trading platforms or applications • In depth knowledge of the FIX messaging protocol versions 4.2 – 5.0 • Good knowledge of capital markets and trading workflow (ideally across more than one asset class) • Ability to deploy trading solutions and make technical changes including:  Define workflow  Configuration  Creation of deployment packages and client deployments • Strong track record in a technology support environment working with structured support processes (ideally with good knowledge of ITIL) • Experience working with service CRM tools (e.g., 4Me, Service NOW, Jira Service Desk) • Ability to work within a structured support framework (to meet SLA target) • Technical documentation skills • Software testing experience • Scripting skill and experience • Unix / bash skills • Proven customer and inter-team communication skills • Ability to coach and mentor junior staff ## Apply [Apply at Two95 International Inc.](https://apply.workable.com/two95-international-inc-3/j/6727631E9E/apply) --- Powered by [Workable](https://www.workable.com)