Support Engineer

Job Summary

Synechron is seeking an experienced Lead Support Engineer specializing in core enterprise systems and middleware support within the capital markets domain. This role involves managing and troubleshooting complex platform components such as ESB, messaging protocols, databases, and data flows, ensuring stability and smooth data exchanges across systems. As a core team member, you will lead incident resolution, mentor support colleagues, and collaborate with multiple technical teams to enhance operational efficiency, system reliability, and data quality. Your expertise will underpin the successful delivery of critical business operations.

Software Requirements

Required Skills:

• Proven experience supporting enterprise middleware and integration platforms, including ESB (Enterprise Service Bus) systems

• Hands-on knowledge of messaging protocols like FIX, SWIFT, JMS, MQ (Message Queues and Topics), and SFTP

• Familiarity with Linux server management and support of backend databases such as Sybase and MongoDB

• Ability to analyze and troubleshoot message flows, data issues, and system failures in a high-availability environment

• Experience handling incident tickets, performing root cause analysis, and collaborating across cross-functional teams

• Knowledge of cloud environments and cloud-native data management (preferred)

Preferred Skills:

• Certifications in middleware technologies, cloud platforms, or data management solutions

• Capital markets support experience, especially with trading or settlement infrastructure

Overall Responsibilities

• Monitor and analyze message traffic through enterprise systems, ensuring reliable data flow and timely issue detection

• Troubleshoot and resolve incidents related to ESB, messaging protocols, data systems, and core components

• Manage and resolve tickets associated with data quality, system failures, and downstream process disruptions

• Conduct root cause analysis of complex system errors, liaising with technical teams to implement permanent fixes

• Escalate unresolved issues as needed, coordinating with cross-functional teams to restore normal operations quickly

• Maintain detailed documentation of issues, troubleshooting steps, and recurring problems to support continuous improvement

• Collaborate with system architects and infrastructure teams to support system upgrades, migrations, and configuration changes

• Contribute to process improvements for incident management, data validation, and operational workflows

• Provide technical guidance and mentorship to junior team members to foster skill development and operational excellence

Technical Skills (By Category)

Messaging Protocols & Middleware:

• Required: Experience with FIX, SWIFT, JMS, MQ (Message Queues and Topics), and SFTP support in enterprise environments

• Preferred: Knowledge of enterprise service bus (ESB) solutions and messaging fabric optimization

Databases & Data Management:

• Required: Hands-on support of Sybase and MongoDB, including troubleshooting and performance tuning

• Preferred: Experience with data quality analysis, data flow, and data validation techniques

Operating Systems & Infrastructure:

• Required: Linux server administration for support, incident management, and troubleshooting

• Preferred: Knowledge of cloud infrastructure (AWS, Azure, or GCP) for hybrid or cloud-native deployments

Tools & Platforms:

• Required: Ticketing and incident management tools (e.g., JIRA), support documentation, and collaboration tools

• Preferred: Automation scripting (Bash, Python) for support automation and system health checks

Experience Requirements

• 5+ years supporting enterprise middleware, message flow, and core technical systems in capital markets or financial institutions

• Proven track record resolving complex incidents in high-availability environments

• Experience in multi-system troubleshooting involving messaging, databases, and server infrastructure

• Support experience in cloud environments and data management is advantageous

• Previous leadership or mentorship experience in support teams is preferred

Day-to-Day Activities

• Monitor real-time messaging traffic, system health, and data flow across platforms

• Respond to, troubleshoot, and resolve infrastructure and message-related incidents swiftly

• Conduct root cause analysis, document findings, and implement corrective actions

• Collaborate closely with infrastructure, development, and business teams to facilitate system upgrades and migrations

• Escalate unresolved issues according to escalation procedures and coordinate resolution efforts

• Support the implementation of automation tools for monitoring, incident response, and repetitive tasks

• Participate in shift handovers, daily support meetings, and incident reviews

• Maintain comprehensive records of operational issues, resolutions, and preventive measures

• Keep up-to-date with emerging support practices, system upgrades, and industry standards

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or equivalent

• Support certifications or training in middleware or cloud platforms (preferred)

• Experience in supporting financial market systems, trading infrastructure, or enterprise data platforms is a plus

Professional Competencies

• Strong analytical and diagnostic skills for complex technical systems

• Excellent communication skills for stakeholder interaction and reporting

• Leadership qualities to mentor and guide support team members

• Ability to work effectively under pressure and multi-task in a dynamic environment

• Collaborative mindset with a focus on continuous process and operational improvement

• Flexibility to work in rotational shifts to ensure 24x7 coverage

S​YNECHRON'S DIVERSITY & INCLUSION STATEMENT
 

Diversity & Inclusion are fundamental to our culture, and Synechron is proud to be an equal opportunity workplace and is an affirmative action employer. Our Diversity, Equity, and Inclusion (DEI) initiative 'Same Difference' is committed to fostering an inclusive culture – promoting equality, diversity and an environment that is respectful to all. We strongly believe that a diverse workforce helps build stronger, successful businesses as a global company. We encourage applicants from across diverse backgrounds, race, ethnicities, religion, age, marital status, gender, sexual orientations, or disabilities to apply. We empower our global workforce by offering flexible workplace arrangements, mentoring, internal mobility, learning and development programs, and more.

All employment decisions at Synechron are based on business needs, job requirements and individual qualifications, without regard to the applicant's gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law.

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