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About the Role

As a Technical Client Services Manager, you will provide exceptional support to customers on the 360T Foreign Exchange platform. You will serve as the primary client contact, tackle diverse tasks in a SaaS environment, and benefit from significant growth opportunities. This role requires occasional weekend availability to support a 24/7 global support model and follow-the-sun coverage.

Responsibilities

• Provide first and second line support for customer queries via email, phone, or other media.
• Actively work in UNIX and Windows operating systems, utilizing standard UNIX utilities to retrieve and review FIX protocol and XML logs.
• Identify and troubleshoot problems associated with client orders, including messaging errors, service log files, and integrated customer workflow solutions.
• Manage and monitor technical integrations, focusing on FIX protocols, FTP/SFTP uploads for execution platforms, OMS, and Pre-Trade Risk controls.
• Act as a support coordinator for scheduling and resource allocation.
• Facilitate discussions with internal and external technology teams, review technical issues, and escalate bugs using Jira.
• Assist with go-lives to ensure customers are correctly configured and able to execute deals.
• Handle Freshdesk cases, completing work tickets comprehensively in clear English.
• Collaborate with global client service teams to ensure consistent 24/7 support, including weekend shifts.
• Identify software issues and collaborate with internal teams to find solutions.
• Manage the escalation process for unresolved incidents.
• Run lesson learned sessions and document learnings for knowledge sharing.
• Encourage team members to transfer knowledge and provide insights.

Requirements

• University qualification, degree (minimum Bachelors in relevant field engineering or other STEM based discipline).
• Understanding of fundamental IT concepts: Java, TCP/IP, MacOs, Windows, web technology, log file analysis, performance/connectivity troubleshooting.
• At least 3-4 years of working experience in client services, middle office, back office, or a global markets sales & trading division or other FX or treasury environment.
• At least 3-5 years of production support/application support role.
• At least 3-4 years of experience with FX products (swaps, forwards, and spot).
• Ability to communicate technical/product information to both technical and non-technical audiences.
• Excellent organizational, communication, and leadership capabilities.
• Strong analytical and problem-solving skills.
• Proficient in MS Office.
• Working knowledge of CRM platforms preferred.
• Strong sense of customer service/support, detail-oriented, and service-oriented.
• Enthusiastic, self-motivated, team spirit, and can-do approach.
• High ability to work effectively within a multi-functional and cross-cultural organization.
• Excellent work ethic.
• Leads by example.
• Excellent verbal and written communication skills.

Skills

• UNIX
• Windows
• FIX protocols
• XML logs
• Jira
• MS Office
• CRM platforms

Location

• New York City

Work Type

• Full-time
• Hybrid

Experience Level

• 3-4 years
• 3-5 years

Education Level

• Bachelors in relevant field engineering or other STEM based discipline

Salary/Compensations

• 95,000-125,000 USD

Benefits

• Clear career concept
• Robust benefit package, including 401(K) employer match
• Paid time off
• 360T Academy
• Performance appraisals on a regular base
• Team Bonding: Enjoy social gatherings and a supportive team atmosphere

About the Company

• 360T is one of the globally leading trading platforms for Foreign Exchange (FX).
• As Deutsche Börse Group’s powerhouse for FX, 360T provides a web-based trading technology for over-the-counter (OTC) instruments, integration solutions and related services.
• Since its inception in 2000, the company has developed and maintained a state-of-the-art multi-bank portal for foreign exchange, crypto assets, cash and money market products.
• With over 3,000 Buy-Side customers and more than 200 liquidity providers across 80 different countries, 360T is uniquely positioned to connect the global FX and Crypto industry.
• Headquartered in Frankfurt am Main, Germany, 360T maintains subsidiaries in London, New York, Singapore, Mumbai, Kuala Lumpur and Dubai.

Equal Opportunity

• 360 Trading Networks Inc. is proud to be an equal opportunity employer.
• 360 Trading Network Inc participates in E-verify.
• We will provide the Social Security Administration, and if necessary, the Department of Homeland Security, with information from each new employee's Form I-9 to confirm work authorization.
• Please note that we do not use this information to pre-screen job applicants.