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End User Support Analyst - White Glove Associate III - Cloud Infrastructure Services - UST
Software Engineer
Senior support analyst delivering high‑touch, white‑glove assistance for VIP traders, ensuring uninterrupted workflow, rapid issue resolution, and proactive stakeholder engagement across trading platforms.
About the role
Key Responsibilities
- Provide L2/L3 support for complex trading application issues, ensuring rapid restoration of trader workflows.
- Act as the primary point of contact for VIP users, delivering personalized, high‑touch support and maintaining strong stakeholder relationships.
- Diagnose, troubleshoot, and resolve incidents, reducing repeat occurrences through root‑cause analysis and process improvement.
- Collaborate with cross‑functional teams (development, operations, security) to implement fixes and enhancements.
- Document solutions, update knowledge base, and share best practices to elevate overall support quality.
Requirements
- Proven experience supporting trading or financial applications in a high‑volume environment.
- Strong technical troubleshooting skills at L2/L3 level, with familiarity in Windows/Linux, SQL, and network protocols.
- Excellent communication and customer‑service skills, capable of managing VIP expectations.
- Ability to work independently, prioritize tasks, and thrive in a fast‑paced, collaborative setting.