Product Support Analyst - Trading


Location: Remote - UK/EU only

Job Type: Full time


Perfection not required
Excited about this role, but not sure if you meet 100% of the criteria? Employers would still love to hear from you.

See yourself being part of a large, transformational change? This could be the role for you!

Who We Are

At Iress, we believe technology should help people perform better every day. Since our beginning in 1993, people across financial services have trusted us to take their performance to the next level. From the world’s most established financial brands to new and disruptive players, we help improve every aspect of our clients’ businesses so that they can work better, every day. Iress is one of Australia’s largest technology companies and employs more than 2,300 people across Australia, United Kingdom, Africa, Canada, France, New Zealand and Asia.

Role Purpose

The primary objective of this role is to provide support for Iress trading products and initiatives primarily across order routing, connectivity and trading solutions.

As a Support Analyst you will diagnose and troubleshoot trading related issues on behalf of clients either in UAT or production. For issues that require additional support you will triage and escalate to bring forward a timely resolution. You will be accountable for seeking a successful outcome on behalf of the trading client, completing and managing tactical processes and initiatives required to resolve issues that are raised.

Where an issue requires development it is expected that you will document the required changes and liaise with the relevant product and development teams seeking swift resolution via a hot fix process.

Your objectives and responsibilities will focus on...

  • Diagnose and troubleshoot complex trading related issues

  • Provide analysis towards creating development items relating to client issues or new functionality required by clients

  • Managing the defect process by working with Solutions Consultants, Product Managers and Developers to ensure that client requirements are met; communicating the outcomes with clients; and, following up with any changes required during the development, testing and implementation phases

  • Managing multiple client issues of differing scale simultaneously

  • Building relationships with a range of internal and external stakeholders

To be successful in this role you will…

Have experience in a similar role demonstrating a strong understanding of listed financial markets and products with specific knowledge and experience in supporting trading technology. If you have specific knowledge across FIX protocols this would place you at a distinct advantage. You will also have experience of running SQL queries and scripts. Your experience will have included analysing error/information logs using applications such as Wireshark and Log Insight together with strong documentation skills across both business and technical requirements.

You will be analytical with a pro-active approach to problem solving, able to prioritise, delegate, respond to and follow-up issues in a timely and appropriate manner. You will have excellent all round communication skills, be self-motivated and outcome focused with a positive attitude.

Why work with us?

  • 6 paid days per year to extend your weekends + 25 days annual leave

  • State-of-the-art offices

  • Free on-site gym in our Cheltenham office open 24/7

  • Equity grants for our top 25% performers

  • Annual Profit Share when Iress meets its annual profit targets

  • Casual dress, flexible work policy

  • Generous referral scheme

  • Access to learning and development programs through Udemy

  • 3 days’ leave per year for charity initiatives

  • Global 36-hour hackathon

  • Starting school leave - 8.5 days of leave to assist your kids with the transition to school

  • Life Insurance & Private Medical

  • Up to 26 weeks’ paid parental leave for primary carers (up to 4 weeks for secondary carers), and the ability to work part-time when returning to work

Employment Type


Time Type

Full time
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