Application Support Analyst

The Role

The Application Support department provides first and second level support for front-office, middle-office, market data and STP platforms across the BGC group (BGC/GFI/Cantor Fitzgerald/RP Martin/Sunrise/FixedIncomeSolutions/Aurel), with coverage across FX, Rates and Credit markets.

This Client Services Analyst role is a customer-facing trading application support position. The successful candidate will combine strong client service and communication skills with practical trading workflow knowledge, particularly across Forex and/or Interest Rate Swaps (IRS), and a clear motivation to develop their technical capability.

The team receives issues and requests from internal brokers and external clients, including traders and operations/IT support teams. The role requires the ability to translate business impact into clear technical investigation steps, manage expectations, and coordinate with internal technology teams through to resolution.

Issues are often time sensitive and may carry financial, revenue or reputational risk, particularly in volatile markets. Effective prioritisation, ownership, calm incident handling and proactive client communication are therefore critical to success.

Key Responsibilities

Provide first-line support across BGC/GFI trading platforms, managing client issues and incidents end-to-end within agreed service levels.

Act as a client-facing support representative, communicating clearly with brokers, traders, operations teams and client IT contacts during investigations and service-impacting events.

Partner with sales and broker teams when meeting customers, including occasional client visits, to support adoption, explain platform functionality and assist with issue resolution.

Triage, investigate and own issues from initial report through to resolution, escalating effectively to specialist technology teams where required while maintaining accountability for client communication.

Develop and maintain a practical understanding of end-to-end trading workflows, including trade capture, STP, market data and post-trade processing across FX and Rates products.

Identify recurring issues, service improvement opportunities and automation candidates, including the appropriate use of AI and tooling to improve operational efficiency.

Create, maintain and improve operational procedures, support guides and client-facing knowledge within Confluence.

Contribute to onboarding, platform change, client readiness and team initiatives across the APAC Application Support function.

Skills and Experience Required

Bachelor degree or equivalent practical experience, ideally with 1-5 years of experience in client services, trading support, junior sales, operations, implementation or application support within financial markets.

Good business knowledge of Forex and/or Interest Rate Swaps (IRS), with an interest in building broader knowledge across Rates, Credit and electronic trading workflows.

Strong communication and interpersonal skills, with the confidence and professionalism to engage face to face, by phone and in writing with brokers, traders, operations teams, client IT contacts and financial institutions.

A commercially aware, customer-service mindset: able to understand client priorities, communicate progress clearly, and represent the team professionally when visiting customers with sales or broker representatives.

Motivation to develop technical skills and learn BGC/GFI technologies, including trading platforms, STP workflows and operational tooling.

Understanding of STP trade flows and related platforms such as Icelink, ION and MarkitWire/RTNS is desirable.

Previous experience with trading systems, trade capture, exchange connectivity or market data is beneficial but not mandatory for a candidate with strong product knowledge, communication skills and technical aptitude.

Good working understanding of Windows and Microsoft productivity tools; basic Unix/Linux, networking, SQL or scripting knowledge would be an advantage.

Ability to manage time effectively, work independently, remain calm in a demanding trading environment and respond quickly to client-impacting issues.

Additional comments: This position is part of the APAC Application Support team and is based in the Singapore office. The candidate will be expected to become familiar with BGC/GFI technologies, develop strong product and workflow knowledge, and bring practical ideas for service improvement.

The role suits a motivated junior sales, client services or operations profile with Forex or IRS business knowledge and a genuine interest in technology, as well as candidates already working in trading application support. Flexibility, dedication and a client-first mindset are essential to deliver a high standard of service to our internal and external client base.