Support Specialist - CANTONESE/MANDARIN

Technical Support Engineer (Cantonese / Mandarin Speaking)

Location: London / Hybrid

Salary: £55,000 – £70,000 + Benefits

My client is seeking an experienced Technical Support Engineer to join a high-performing global support team delivering critical support across SaaS and trading technology environments. This role is ideal for someone with a strong technical foundation, experience supporting financial institutions, and fluency in Cantonese and/or Mandarin .

You will provide L1–L2 technical support for enterprise clients, investigating production issues, managing incident triage, and ensuring platform stability across a follow-the-sun support model. Working closely with engineering, product, and client teams, you will troubleshoot complex technical issues, analyse workflows, and drive efficient resolution of client-impacting incidents.

Key Responsibilities

• Deliver L1/L2 application and technical support across business-critical platforms
• Investigate incidents, identify root causes, and coordinate resolution across internal teams
• Monitor system workflows, platform health, and client integrations
• Troubleshoot API integrations , authentication, connectivity, and data flow issues
• Execute incident triage, escalation, and reporting within SLA frameworks
• Analyse logs, system behaviour, and database records using basic SQL
• Support onboarding, technical training, and knowledge transfer for clients and internal teams
• Produce incident reports, trend analysis, and operational recommendations
• Collaborate with global teams in a follow-the-sun operating model

Required Experience

• 5+ years in Technical Support, Application Support, or Production Support
• Experience supporting SaaS platforms , enterprise applications, or trading systems
• Understanding of API architecture , REST services, integrations, and system workflows
• Technical background in full-stack environments or software engineering is highly desirable
• Exposure to financial institutions , capital markets, equities, FX, or trading systems preferred
• Experience with incident management, troubleshooting, and cross-functional escalation
• Working knowledge of SQL and log analysis
• Strong communication skills with the ability to explain technical issues to non-technical users
• Comfortable using AI tools and automation to improve support efficiency

Languages

• Fluent Cantonese (highly preferred) and/or Mandarin required