Senior Director Application Support Jobs in Raleigh, NC

At HedgeServ, we're redefining what's possible in fund administration. With more than $700 billion in assets under administration, we partner with the world's most forward-thinking investment managers - across private equity, private credit, endowments, hedge funds and more - to deliver seamless, tech-enabled solutions that drive performance.

Our proprietary platform, enhanced by machine learning and robotic process automation, gives clients real-time insights and unmatched control over their operations. Alongside our technology, we offer award-winning service through our team-based approach -- led by a deeply experienced team of industry experts. Our solutions span the full investment lifecycle, including fund accounting, middle office, risk, compliance, tax, and investor services.

We're a future-focused company, empowering our people through a robust career development framework, clear career trajectories with structured learning paths, training, and progression plans. We invest in leadership development and in our collaborative culture, creating space for talent to grow. Our corporate values - Relationships, Support, Innovation, and Expertise - create a sense of shared purpose and belonging, and we recognize our employees sit at the core of our success. We continue to innovate and evolve through our employees, working together to achieve our shared vision and mission.

HedgeServ supports employees through a variety of offerings, including remote and hybrid working arrangements, and fully paid comprehensive health and well-being benefits. We've been recognized as an employer of choice, earning a top 100 workplaces designation.

Founded in 2008, HedgeServ has grown into a global organization with over 2,000 experts across the globe, with offices in the United States, Grand Cayman, Ireland, Poland, Bulgaria, Luxembourg, the Philippines, and Australia. We've earned numerous accolades, including Top Overall Administrator, along with #1 rankings for providing alternative asset services in Accounting, Technology, Client Service, Investor Services, Alternative Fund Expertise, Reporting, and Regulatory Expertise.

This role will be hybrid in Dallas, TX or Raleigh, NC. Visa sponsorship will not be offered at this time.

Job Description

The Senior Application Support Engineer is responsible for supporting workflows across front-, middle-, and back-office teams. This role is an SME for our FIX connectivity, trade flows, and core application platforms. The engineer will triage, analyze, and resolve production issues, working closely with end-users, brokers, operations, development, and infrastructure teams. A deep understanding of FIX protocol, trading systems, and financial products is essential.

Role Responsibilities

• Incident manager during critical production events, ensuring timely communication, documentation and resolution.
• Coordinate with counterparties, brokers, traders, portfolio managers, risk teams and general end-users.
• Support enterprise components and proprietary applications.
• Support application running in an AWS cloud environment.
• Monitor, troubleshoot, and resolve issues across FIX sessions, order routing, trade capture, downstream processing and real-time components.
• Perform real-time analysis of latency-related events.
• Address user tickets on entitlement, configuration changes, and workflow enhancements.
• Analyze recurring issues to identify root causes and opportunities for automation and process improvement.
• Partner with development to reproduce, escalate, and drive fixes for bugs and defects.
• Analyze infrastructure issues and requests, propose solutions, and collaborate with IT teams.
• Serve as an SME and escalation point for support engineers and cross-functional teams.
• 24/7 Follow the Sun support model, including Holiday coverage and weekend rotation.

Pre-Requisite Knowledge, Skills, and Experience

• Bachelor's Degree with a Technical focus or equivalent certifications.
• Minimum 10 years of App Support experience in FinTech.
• Minimum 5 years of experience supporting applications running in AWS and Kubernetes.
• Strong proficiency with Linux, shell scripting, SQL, Python and log analysis.
• Experience with ELK and APM or an alternative log aggregation and analytics tools.
• Expert understanding of FIX Protocol (4.x), session management, and trade lifecycle.
• Experience supporting FIX engine with Electronic Trading, Order Management system and straight-through processing (STP).
• Experience supporting QuickFIX implementation.
• Experience in supporting multi-asset class OMS order and trade flows such as Charles River, Enfusion, Blackrock Aladdin or Bloomberg EMSX.
• Experience in hedge fund, asset management, or electronic trading environments.
• Strong analytical and problem-solving skills and the ability to break an issue into its constituent parts and understand how these parts relate to each other.