Product Support Analyst

Remote -
Full time
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I.T., digital & online media services
1,001-5,000 employees
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See yourself being part of a large, transformational change? This could be the role for you!

At Iress, we make things happen

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. More than 10,000 businesses and 500,000 people use our software, from the world’s most iconic financial services brands to advice firms of all sizes, banks, insurers, investment managers, traders and brokers. Iress is one of Australia’s largest technology companies and employs more than 2,000 people across Australia, The United Kingdom, Africa, Canada, France, New Zealand and Asia.

Build your career at Iress!

The primary objective of this role is to provide Tier 2 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 in either UAT or production. For issues that require additional support you will triage and escalate to one of a number of teams in either the UK or abroad seeking further information to resolve the client’s issue. 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 raised.

Some of the awesome things you’ll be involved with:

  • Diagnose and troubleshoot complex trading related issues reported by clients.

  • 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.

  • Keeping stakeholders abreast of issue status and related resolution details.

  • Some travel to London, other key clients, and IRESS sites across the UK may be required from time to time

What you will bring:

  • Prior experience with Iress products and solutions is not essential but would be desirable

  • Similarly experience with any order management and trading systems is preferred

  • An understanding of listed financial markets and products with specific knowledge and experience in supporting trading technology is essential

  • Knowledge of FIX Protocol (4.2 – 5.0sp2) and connectivity

  • Ability to run SQL queries and scripts

  • Excellent communication skills, both verbal and written

  • Ability to analyse error/ information logs using applications such as Wireshark, Datadog

  • Excellent organisational skills

  • Keen interest in knowledge sharing

  • Ability to prioritise, delegate, respond to and follow-up issues in a timely and appropriate manner

  • Be self-motivated and show initiative to liaise with clients on understanding their requirements

  • Documentation skills across both business and technical requirements

  • Analytical and problem-solving skills

  • Self-motivated, pro-active – with a positive ‘can do’ attitude

Why work with us?

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

  • State-of-the-art offices

  • New Short-Term Incentive and Recognition program.

  • Casual dress, flexible work policy

  • 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

Iress is committed to fostering a welcoming and inclusive culture. We strongly believe that diversity is what makes our teams and our products succeed. Our people have different experiences, skills, perspectives and beliefs and everyone’s uniqueness is valued and celebrated.

Our hiring decisions are never based on sexual orientation, race, gender identity, religion, disability, citizenship, marital or family status and age. Even if you feel you don’t meet all of the requirements of the role, we would still like to hear from you!

We’re also proud to be globally recognised as a WORK180 Endorsed Employer that promotes and supports all women in the workplace.

For more information about what we do, our people and values, please visit our website -


Employment Type


Time Type

Full time