Staff Application Support Specialist (m/f/d)

Company Description

Since its foundation in 2007, Solactive AG has evolved into one of the world’s most important and fastest-growing index providers. From our headquarters in Frankfurt, we power global investment products across ETFs, structured products, and mandates. Our reputation is built on innovation, speed, flexibility, and strong partnerships.

Service Operations is a multidisciplinary and agile application support function responsible for real‑time system monitoring, technical troubleshooting of complex applications, incident management, and global market checks. The team supports our business, development, and DevOps departments across all mission‑critical environments, ensuring reliable 24/6 operational coverage.

Job Overview

You'll be the senior technical anchor for our Toronto application support team. You'll lead with hands on expert knowledge and set the bar for technical excellence and direction when things break, own the KPI and Deliverable of the local team, and help colleagues grow. You'll work closely with our Berlin and Hong Kong teams and global stakeholders to keep critical trading and market-data platforms running.

Your Tasks

Production Support & Incident Management

• Provide L2/L3 support for business-critical trading and market-data applications, and make sure L1 requests are handled effectively.
• Lead major incidents end-to-end: triage, technical coordination, escalation, stakeholder communication and root-cause analysis.
• Own tickets and service requests through to resolution within agreed SLAs.
• Support change, release and deployment activities in line with ITIL practices.

Technical Support & Platform Stability

• Troubleshoot issues across market connectivity, APIs, databases, data feeds and distributed Linux-based systems.
• Analyse logs and system behaviour, write and optimise SQL, and execute controlled database changes.
• Identify recurring issues and drive permanent fixes with development and infrastructure teams.

Stakeholder Management

• Build trusted relationships with business users across Hong Kong, Frankfurt and Berlin.
• Communicate clearly and confidently under pressure, to both technical and non-technical audiences.

Technical responsibility & Local Coordination

• Act as the local technical lead: set daily priorities, coordinate workload and run handovers with other regions.
• Be the go-to escalation point for complex technical issues within the team.
• Coach and mentor junior and mid-level colleagues through pairing, reviews and knowledge sharing.
• Drive operational improvement initiatives from idea to delivery and bring others along with you.
• Promote a culture of ownership, accountability and continuous improvement.

Your Profile

Experience

• 7+ years in Application, Production or Technical Support within financial markets.
• Experience in market-making, derivatives or multi-asset trading.
• Hands-on experience supporting trading platforms, market-data systems or other real-time financial applications.
• Solid understanding of the trade lifecycle, market connectivity and production operations.
• Some experience guiding others, for example as a shift lead, mentor, incident lead or informal technical lead. Formal people management is not required.

Technical Skills

• Strong Linux skills.
• Advanced SQL.
• Experience with monitoring tools such as Grafana or similar.
• Good knowledge of APIs, distributed systems, job schedulers and system integrations.
• Strong grasp of Incident, Change and Release Management.
• AI Proficiency

What we look for in you

• You stay calm and take charge during an incident.
• You enjoy helping others get better, and people naturally come to you for answers.
• You'd rather fix a problem for good than patch it twice.

Desirable

• DevOps, SRE or software development background.
• Python scripting.
• Experience using AI tools or automation to reduce repetitive support work.

Our Offer

• Global Team: Join our motivated international team at Solactive
• FinTech Excellence: Experience FinTech excellence at Solactive
• Modern Culture: Enjoy our modern, flat hierarchy and startup-like culture
• Special Benefits: Job ticket, access to Corporate Benefits, modern office space with ergonomic set-up, employee lounge, and free beverages and fruits
• Community & Networking: Engage in our various networking events
• Professional Development: Grow both personally and professionally through our diverse training offers