Application Support Engineer (US)

Job description

We are looking for a skilled Application Support Engineer to join our team supporting Nadex, a regulated derivatives trading exchange for TradeFi and Prediction Markets. You will play a critical role in ensuring the availability, stability, and performance of our production and demo trading environments. This is a hands-on role suited for someone who thrives in a fast-paced, mission-critical environment and takes ownership of operational excellence. ### Responsibilities - **Partner Support:** Serve as a technical point of contact for partner channels, including FCMs, trading service providers, and market makers. Respond to partner questions and incidents through established communication channels, including Slack and Teams. - **Production Support & Monitoring:** Provide expert-level remote management, administration, and support for Production and Demo trading exchange environments, ensuring system availability and application stability. - **Daily Operations** — Execute and monitor daily operational processing, including contract scheduling, settlement of expired contracts, and end-of-day/start-of-day procedures. - **Incident & Problem Management:** Triage, troubleshoot, and drive resolution of production incidents. Follow defined escalation procedures and contribute to root cause analysis and post-incident reviews. - **Performance Tuning:** Monitor application and system performance, identify bottlenecks, and implement tuning recommendations to maintain optimal exchange operations. - **Change & Release Support:** Assist with version upgrades, deployments, and release validation in coordination with Development and QA teams. - **Shift Handover & Documentation:** Maintain and update runbooks, SOPs, and operational documentation. Ensure seamless shift handovers with clear status communication. - **Process Improvement & Automation:** Participate in the investigation, implementation, and operation of tools and scripts to automate, streamline, and continuously improve operational workflows. - **Collaboration:** Work closely with Development, QA, Infrastructure, and partner teams to resolve cross-functional issues and support business-critical initiatives. ### Requirements - 2–5 years of experience supporting production software applications, technical platforms, integrations, partner-facing systems, client-facing operations, trading support, or market monitoring role - Experience with trading platforms, prediction markets, exchanges, or real-time transactional environments. - Hands-on experience with SQL and relational databases. - Familiarity with APIs, webhooks, data feeds, and log/metrics investigation tools for troubleshooting integrations. - Strong technical troubleshooting and incident-management skills in an SLA-driven environment. - Excellent written and verbal communication skills, including explaining complex issues clearly to non-technical stakeholders. - Willingness to occasionally work nights and weekends. Nice to have - Experience working with B2B partners or institutional clients in a fast-paced environment - Familiarity with Linux command-line tools for inspecting logs, processes, and system behavior. - Exposure to financial/messaging protocols (e.g., FIX, REST, WebSockets, Kafka). - Basic scripting or automation experience using Python or Bash. - Experience with monitoring/observability tools (e.g., Grafana, Splunk, Zabbix). - Familiarity with cloud environments, including AWS.