Production Support Specialist

SUMMARY:
Production Support Specialist

POSITION INFO:

Purpose of the Role

The Production Support Specialist is responsible for providing first-line technical support across multiple internal systems and platforms. This role ensures that users—including staff, brokers, institutional clients, administrators, and end-clients—receive timely and accurate support according to agreed service levels. Working within the Product Department and closely with cross-functional teams, this position plays a critical role in maintaining smooth operations and supporting system functionality.

Key Responsibilities:

• Provide first-line technical support to users with system queries.

• Manage and prioritize queries based on severity and business impact.

• Monitor alerts and notifications to ensure systems remain fully operational.

• Administer and maintain user credentials and permissions across systems.

• Understand system functions, including onboarding, login, account management, banking, trading, market data, compliance, reporting, and APIs.

• Manage and update system configurations such as instrument management, routing, mappings, pricing feeds, and FIX integrations.

• Conduct checks following outages or system restarts.

• Perform data management functions and assist with testing new features or updates.

• Collaborate with internal teams to investigate issues and support reconciliations.

• Cross-train and share knowledge within the support team.

• Complete ad hoc tasks as required.

Qualifications

• Grade 12/Matric (or equivalent).

• 1–3 years’ experience in a technical support role.

• Strong knowledge of client onboarding, banking, and trading/securities processes.

• Experience with SQL and APIs.

• Proficiency in Microsoft Office, especially Excel.

• Customer service experience.

• Previous exposure to trading system applications (advantageous).

Preferred Skills/Experience

• Experience within global financial markets.

• Strong problem-solving and investigative skills.

• Excellent verbal and written communication in English.

• Ability to coach, mentor, and upskill team members.

• Strong interpersonal skills, service-oriented attitude, and collaborative approach.

• Critical thinking and proactive problem-solving.

• Analytical mindset with attention to detail and accuracy.

• Results-driven and financially astute.

Working Conditions

• Hybrid work environment (combination of office-based and remote work).

• Fast-paced, deadline-driven setting with frequent collaboration across departments.

• Occasional system checks or updates may be required outside standard working hours.

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