Application Support Engineer

About KX KX is the temporal AI infrastructure for capital markets, giving AI a sense of time, so every decision is grounded in when data was true, not just what it says. The KX portfolio normalizes market data across 250+ venues, capturing, sequencing, and replaying events at nanosecond precision. We enable firms to eliminate data fragmentation, meet regulatory auditability requirements, and build AI systems that are fast, accurate, and defensible across trading, risk, and compliance. Trusted by 8 of the top 10 global investment banks and serving $50 trillion+ in assets under management, KX is the essential infrastructure for the world's most demanding financial institutions. We serve leading organizations across aerospace and defense and high-tech manufacturing, with offices across North America, Europe, and Asia Pacific. Overview of The Role KX is looking for an Application Support Engineer to help ensure the stability, reliability, and performance of our market surveillance platform as we continue to grow our global customer base. In this role, you'll operate at the intersection of system reliability, monitoring, and customer support. You'll monitor critical platform components, investigate incidents, coordinate resolutions across Product and Engineering teams, and provide timely communication to customers. You'll also help identify recurring issues, improve operational workflows, and contribute to building a more resilient and measurable support function.

As part of a highly collaborative team, you'll develop a holistic understanding of complex cloud-based FinTech systems, supporting solutions trusted by regulators, exchanges, brokers, and leading financial institutions worldwide. This is an excellent opportunity for someone who enjoys combining analytical problem-solving, operational excellence, and customer engagement in a fast-paced environment.

Location & Workplace Type This is a Hybrid role where you will work 3 days in our Yerevan office. Skills • Strong understanding of incident management and service support processes.

• Ability to monitor system health, identify anomalies, and assess operational impact.
• Experience working with monitoring and observability tools.
• Strong troubleshooting and analytical problem-solving skills.
• Ability to communicate complex technical issues clearly to both technical and non-technical audiences.
• Strong organizational skills with a process-driven and detail-oriented mindset.
• Professional written and verbal English communication skills.
• Ability to work effectively across multiple teams and manage competing priorities.

Essential Experience

• Experience working in an Application Support, Site Reliability Engineering (SRE), Technical Support, or similar operational role.
• Understanding of ITSM concepts including Incident, Problem, and Service Request Management.
• Airflow or similar tool: ability to navigate the UI, inspect DAG runs, identify failures, and determine root causes.
• Grafana or similar tool: ability to interpret dashboards, understand alert conditions, and investigate anomalies.
• Experience working with Git and CI/CD practices.
• Basic Linux command line proficiency for log inspection and diagnostics.
• Familiarity with networking diagnostic tools such as ping, traceroute, and dig.
• Experience using ticketing platforms such as Jira, Zendesk, or similar systems.
• Experience communicating directly with customers during incidents and support requests.

Preferred Qualifications

• Knowledge of financial markets, trade surveillance, or trading workflows.
• Understanding of equities, derivatives, trade lifecycle management, or corporate actions.
• Sentry: ability to analyze error traces, identify trends, and assess severity.
• Familiarity with AWS and/or cloud technologies.
• Familiarity with observability platforms such as ELK or LGTM stacks.
• Ability to read and understand Python scripts for troubleshooting and context.
• Understanding of software release management and deployment best practices.
• Exposure to AI-driven automation and productivity tools.
• Awareness of Kanban methodologies and workflow management.

System Reliability & Operations

• Build a holistic understanding of platform health and identify opportunities to improve overall system stability and reliability.
• Contribute to establishing measurable service reliability and monitoring standards, including operational metrics and reporting.
• Collaborate with Product, QA and Engineering teams to address recurring issues and drive long-term improvements.
• Explore opportunities to leverage AI and automation to improve operational efficiency.

Monitoring & Incident Management

• Continuously monitor Airflow, Sentry, Grafana, and other operational tools for failures, alerts, and anomalies.
• Detect, assess, log, and prioritize incidents based on business impact and severity.
• Investigate issues and coordinate appropriate escalation paths to engineering teams when required.
• Track incidents through to resolution and contribute to post-incident reviews and follow-up activities.

Customer & Service Support

• Communicate proactively with customers, providing timely updates, status reports, and resolution expectations. Ensure Customers getting responded.
• Manage service requests and support inquiries in accordance with agreed service levels(while keeping track of service levels).
• Act as a liaison between customers and technical teams to ensure effective information flow and issue resolution. Ensure proper triage.
• Maintain accurate incident documentation and operational records.
• Contribute to the continuous improvement of support processes, documentation, and customer experience.

Why Choose KX   Data Driven: We lead with instinct and follow facts.  Naturally Curious: We lean in, listen, and learn fast.  All In: We take ownership, take on challenges and give it our all. 

Benefits 

• Competitive Salary
• Individually tailored training and skills development
• Private healthcare package and Employee AssistanceProgramme
• Enhanced maternity and paternity package
• Wellness Days and Volunteer Days