Customer Onboarding and Deployment

Lead end-to-end onboarding for new customers, including environment provisioning, platform configuration, connectivity setup, integration testing, and go-live.
Develop and maintain implementation plans with Customer Solutions, translating solution design into actionable deployment steps.
Engage early in complex solution design to understand client requirements, trading profiles, and integration architecture prior to execution.
Coordinate onboarding activities across internal teams (Platform Engineering, Application SRE, R&D) to meet committed go-live timelines.
Confirm go-live through successful client test trades and own the transition from onboarding to steady-state operations.
Onboard new product modules for existing clients, including configuration, testing, and client-side validation.

Platform Setup and Configuration Changes

Own post-go-live configuration changes, including liquidity provider connectivity updates, pricing rule changes, risk parameter adjustments, user/entitlement changes, and environment modifications.
Assess the impact of configuration changes on client trading behaviour, downstream systems, and dependent integrations prior to implementation.
Execute changes with proper validation, rollback planning, and client confirmation.
Maintain clear and up-to-date configuration documentation per client.
Identify recurring configuration patterns and collaborate with Platform Engineering to drive automation.

Own investigations for escalated issues requiring deep technical analysis, including cross-service failures, latency anomalies, data integrity issues, connectivity drops, and trading discrepancies.
Investigate across microservices, configuration layers, APIs, market data feeds, and client-side integrations.
Work with embedded product specialists for domain-specific issues where required.
Reconstruct issue timelines using logs, traces, metrics, and trade/order data to identify root cause.
Prepare detailed diagnosis packages for escalation to SRE teams, including findings, steps taken, and suspected causes.
Maintain SLA ownership and client communication throughout the incident lifecycle.
Perform post-incident analysis and contribute to runbooks and product improvements.

Act as the named technical contact for assigned strategic clients.
Lead all technical communications for assigned accounts.
Provide technical input for quarterly business reviews, expansion discussions, and risk assessments.

Author runbooks for recurring issues and configuration procedures.
Mentor junior engineers on investigation techniques, client communication, and platform understanding.
Contribute to training materials and internal knowledge-sharing sessions.

Design and build automation for onboarding, configuration, and operational workflows.
Leverage scripting and AI tools to reduce manual effort and improve operational reliability.

5+ years of experience in Customer Engineering, Technical Account Management, Production Operations, or similar customer-facing technical roles in B2B SaaS or fintech.
Hands-on experience with FX trading platforms, market data systems, order management systems, or pricing engines.
Proven track record of leading complex customer onboarding and deployment projects through to production go-live.
Strong troubleshooting skills across microservices, APIs, and distributed systems, with ability to interpret logs, traces, and metrics under pressure.
Experience executing production configuration changes with