Support Engineer - Chennai

Summary
We are seeking a Support Engineer to join our growing technical support team at our brand-new site in Chennai, India. Reporting to the regional Support Lead, you will play a key role in resolving client issues, maintaining service quality and contributing to the smooth operation of our global support function. This is a hand-on role focused on diagnosing and troubleshooting software issues, collaborating with international teams and delivering timely, effective support to enhance the end-client experience.  As you’ll be working with global clients, strong communication skills in both technical and non-technical subjects are essential. 

Full Time – Chennai central office location. 
Working Hours – Rotational Shift Pattern

This role operates on a rotational shift basis to ensure comprehensive global support. The shift schedule includes:
•    Morning: 07:00 – 16:00 IST (TBC)
•    Day: 10:30 – 19:30 IST
•    Evening: 22:00 – 07:00 IST

As part of the rotational pattern, team members will be scheduled across all three shifts. A shift allowance will be provided for hours worked during the Morning and Evening shifts.

About us
With the launch of our brand-new Chennai, India office, this is a unique opportunity to join a fast-moving team in a dynamic, startup-style environment. Get hands-on experience building from the ground up and help shape Cassini’s next chapter.

Step into the future with Cassini — Founded in 2014, we are the established, core utility provider of analytics and optimization tools built for the derivatives industry. From London to New York, Sydney to Singapore, hedge funds, asset managers, and clearing brokers worldwide rely on our solutions.

Our award-winning platform empowers clients to reduce margin, optimize collateral, and enhance their liquidity risk framework, delivering real-time, front-to-back analytics on the full cost of derivatives trading.

What sets us apart?
•    Recognised as 'Best Derivatives Tech Provider' and 'Analytics Leader
•    Global impact with a rapidly expanding footprint
•    Analytics provider to the largest asset managers in the world
•    Enterprise-grade security (ISO 27001 & SOC-2)
•    Seamless integration with OMS, EMS, and collateral systems

At Cassini, our client focus drives everything we do. We’re a collaborative, energetic team transforming how the financial world manages their liquidity risk. And with engagement initiatives—like hackathons and regular engagement events — as well as the latest technology tools to work with, we give our employees the opportunities to be challenged and grow their skillset daily.

Role
The Production Support Team are experts in the technical architecture of Cassini as well as the software’s functionality. As a Support Engineer, you will play a key role in investigating and resolving client issues, ensuring queries are handled efficiently and in line with SLAs. You’ll work closely with the regional Support Lead, to escalate high-priority issues and contribute to the overall quality and reliability of our support service.

Core Responsibilities:
•    Diagnose and troubleshoot software issues, ensuring timely and effective resolution.
•    Manage and prioritise support tickets, maintaining SLA compliance and service quality.
•    Triage incoming queries to assess severity and determine appropriate response actions.
•    Communicate with clients and stakeholders regarding incidents, downtime, upgrades, and releases.
•    Act as a primary Helpdesk contact, providing clear and professional client liaison.
•    Identify and track bugs through to resolution, collaborating with Product, QA, and Development teams.
•    Implement and maintain monitoring tools to support proactive issue detection.
•    Contribute to the creation and delivery of client-facing documentation and training materials.
•    Support the definition and documentation of support processes, procedures, and standards.

Tech Stack
We work with an exciting, modern stack built for scale, reliability, and productivity. To be successful in this role, you’ll need solid experience with most of the core tools, platforms and technologies we work with:

•    Linux / Command Line
•    SQL
•    AWS (ECS, S3, Lambda, RDS)
•    Python
•    Docker
•    GitLab
•    Jira / Confluence
 
Required Qualifications & Experience
•    University degree in a STEM subject from a reputable institution
•    5+ years of professional support engineer experience
•    Proven experience liaising with remote stakeholders
•    Familiarity with our tech stack or equivalent technologies
•    A basic understanding of financial markets and derivative products

Skills & Competencies
•    Excellent communication and teamwork skills.
•    An analytical mindset with a focus on problem-solving and continuous improvement. 
•    Outstanding organisational and time management skills, with the ability to multi-task effectively. 
•    A desire to take on responsibility and make a difference.

Benefits
We offer a competitive and rewarding compensation package, including:

• Competitive CTC salary based on experience and role fit
• Bonus:

• Retention Bonus: One month’s salary, payable upon successful completion of the six-month probation period.
• Annual Discretionary Performance Bonus, subject to end of year performance review

• Health & Wellness Insurance
• Life Insurance
• AD&D Insurance
• Meal Benefits

• Learning & Development: Training, accreditation, and other development opportunities relevant to your role and career growth.

• Enhanced Leave Policy: 18 days Leave plus an extra day of annual leave for each year of service, up to 5 additional days.