Purpose of the RoleThe Production Support Specialist is responsible for providing first-line technical support across multiple internal systems and platforms. This role ensures that usersincluding staff, brokers, institutional clients, administrators, and end-clientsreceive timely and accurate support according to agreed service levels. Working within the Product Department and closely with cross-functional teams, this position plays a critical role in maintaining smooth operations and supporting system functionality.Key Responsibilities:Provide first-line technical support to users with system queries.Manage and prioritize queries based on severity and business impact.Monitor alerts and notifications to ensure systems remain fully operational.Administer and maintain user credentials and permissions across systems.Understand system functions, including onboarding, login, account management, banking, trading, market data, compliance, reporting, and APIs.Manage and update system configurations such as instrument management, routing, mappings, pricing feeds, and FIX integrations.Conduct checks following outages or system restarts.Perform data management functions and assist with testing new features or updates.Collaborate with internal teams to investigate issues and support reconciliations.Cross-train and share knowledge within the support team.Complete ad hoc tasks as required.QualificationsGrade 12/Matric (or equivalent).13 years experience in a technical support role.Strong knowledge of client onboarding, banking, and trading/securities processes.Experience with SQL and APIs.Proficiency in Microsoft Office, especially Excel.Customer service experience.Previous exposure to trading system applications (advantageous).Preferred Skills/ExperienceExperience within global financial markets.Strong problem-solving and investigative skills.Excellent verbal and written communication in English.Ability to coach, mentor, and upskill team members.Strong interpersonal skills, service-oriented attitude, and collaborative approach.Critical thinking and proactive problem-solving.Analytical mindset with attention to detail and accuracy.Results-driven and financially astute.Working ConditionsHybrid work environment (combination of office-based and remote work).Fast-paced, deadline-driven setting with frequent collaboration across departments.Occasional system checks or updates may be required outside standard working hours.
