Trading Application Support Specialist

About Horizon Trading Solutions

Horizon Trading Solutions is a global technology company specializing in electronic trading. For over two decades, we have empowered leading capital market participants with cutting-edge algorithmic technology and direct connections to more than 80 exchanges worldwide. Our unified multi-asset platform and strong client partnerships embody our commitment to delivering simplified high-performance trading.

Role Overview and Responsibilities

We are seeking a dedicated Trading Application Support Specialist to join us full-time at our Dubai location. In this permanent role, you will facilitate the deployment of our trading solutions for clients including brokers, investment banks, and stock exchanges, serving as their main technical support contact.

• Diagnose and resolve system issues by troubleshooting errors, clarifying product usage, debugging faults, identifying root causes, enhancing security and performance, and implementing workarounds.
• Assess and classify incident severity and scope to ensure appropriate prioritization of resolutions.
• Complete ticket resolution independently where possible, following established procedures; escalate more complex problems promptly.
• Act as the principal communication link for customer requests, providing timely updates on issue resolution progress.
• Create detailed knowledge base articles documenting existing issues to support customer understanding.
• Deploy software solutions at client sites ensuring smooth integration and operation.
• Conduct training sessions for clients' end-users and IT personnel to maximize product utilization.
• Provide support for both local and international clients, adapting flexibly to diverse user environments.
• Maintain working hours Monday through Friday, 8 AM to 5 PM, with some scheduling flexibility.

Benefits

• Engage with advanced technical domains including algorithmic trading platforms, low latency systems, multi-threading, and real-time financial systems.
• Collaborate within a talented and proactive team committed to professionalism and innovation.
• Work for an ethical employer that values fairness, diversity, and multiculturalism.
• Immerse in a supportive, friendly international workplace fostering genuine camaraderie.
• Participate in a company culture promoting well-being and environmental responsibility, including initiatives like social climate surveys and green practices.
• Benefit from a personalized onboarding program designed to support your development and career goals.

Required Skills and Qualifications

• Degree in Computer Science, Software Engineering, or related Information Systems field.
• At least 1 to 2 years' experience in client service or finance roles, with preference for those engaged in trading or fintech environments.
• Strong analytical and problem-solving skills to effectively troubleshoot and resolve system issues.
• Excellent customer service orientation demonstrating professionalism, empathy, and commitment to client satisfaction, including project management skills.
• Genuine interest in financial trading support and electronic trading technologies with a proactive, positive attitude able to work well under pressure.
• Strong interpersonal and communication skills with fluency in English and Arabic to effectively engage clients and team members.
• Proficient in Linux systems, foundational knowledge in SQL databases, object-oriented programming (Java), APIs, networking, operating systems, and experience with monitoring tools like Datadog.
• Additional beneficial expertise includes understanding FIX protocol and experience supporting financial applications and software deployments.

Diversity and Inclusion

Horizon Trading Solutions is an equal opportunity employer dedicated to fostering a diverse and inclusive workforce by embracing multicultural perspectives.