We are seeking a Senior Application Support Engineer (VP level) to join our Technology team supporting Tradeweb’s mission-critical electronic trading platform in Jersey City, NJ. This role blends hands-on, real-time production support with longer-term engineering initiatives focused on automation, observability, and system reliability. In this role, you will replicate and expand upon that experience within Tradeweb’s high-availability electronic trading platform—modernizing deployment and support tooling, reducing operational toil, and strengthening overall platform resilience. The ideal candidate has previously developed deep architectural understanding of complex, multi-tiered systems across application, database, and infrastructure layers, and has successfully applied that knowledge to resolve critical production incidents and implement durable, long-term fixes. They bring a demonstrated track record of improving system reliability through structured root cause analysis, thoughtful automation, and enhancements to monitoring and alerting frameworks. Tradeweb Technology jobs are fully remote. The Tradeweb Technology hub is located in our Jersey City office which can be used for team meetings and collaboration efforts. There may be days where travel to the Jersey City office is recommended for organizational off-sites. Job Responsibilities - Own the reliability, performance, and stability of Tradeweb’s electronic bond trading platform across production and non-production environments. - Lead real-time incident response, perform deep root cause analysis, and implement permanent fixes to prevent recurrence. - Develop and maintain a deep architectural understanding of a high-throughput, low-latency trading platform spanning web applications, backend services, databases, and market connectivity systems. - Design and enhance system instrumentation, monitoring, and alerting to improve observability and reduce operational noise. - Drive automation initiatives to eliminate repetitive manual processes and improve operational efficiency. - Lead production deployments, release coordination, and business continuity testing to ensure controlled, low-risk releases. - Contribute to modernization efforts across CI/CD pipelines, deployment tooling, and reliability engineering practices. - Partner closely with development, infrastructure, and business teams to identify system improvements and enhance platform resilience. - Participate in a production on-call rotation to support mission-critical trading environment. Required Qualifications - Bachelor’s degree in Computer Science, Computer Engineering, Electrical Engineering, or equivalent practical experience. - Over 6 years of experience in application/production support or a production engineering role supporting complex systems. - Experience supporting large-scale, interconnected web or distributed applications in a production environment. - Strong SQL skills, with experience in Oracle and/or PL/SQL preferred. - Solid understanding of Linux operating systems (Windows knowledge is a plus). - Experience with scripting and automation (Python and shell required; Perl a plus). - Experience with version control and CI/CD systems (Git-based workflows; GitLab preferred). - Proven ability to perform structured troubleshooting and root cause analysis in high-pressure environments. - Strong communication skills, with the ability to clearly articulate technical issues to both technical and non-technical stakeholders. - Willingness to participate in an on-call rotation and support occasional off-hours deployments. Preferred Qualifications - Development experience in Java, .NET, C++, or similar backend technologies. - Experience with observability and monitoring tools such as ELK, Grafana, Prometheus, or similar platforms. - Experience modernizing legacy applications or improving deployment/release processes. - Knowledge of Fixed Income markets and electronic trading systems. - Familiarity with the FIX protocol and market connectivity integrations. Additional Information Tradeweb is committed to providing valuable and competitive benefits. In addition to working in our culture of innovation and collaboration, we offer: - Health Insurance: Highly competitive medical, dental, and vision programs - Hybrid Environment: Our employees have the flexibility of working in the office and from home. - Health Care and Dependent Care Flexible Spending Accounts: You may elect to set aside pre-tax earnings to pay for eligible health care and dependent day care expenses for you and your eligible family members. - Maven Family Building Benefit: Maven offers support for fertility and preconception; pregnancy and post-partum; adoption; surrogacy and pediatrics for children up to age 10. Tradeweb provide a $10,000 lifetime reimbursement towards fertility, egg freezing, adoption and surrogacy expenses. - Building Wealth - 401(k) Savings Plan: Employees are immediately eligible for the 401(k) plan. Participants may contribute up to 75% of eligible compensation into a traditional 401(k) and/or Roth 401(k). Tradeweb will match 100% of the first 4% of compensation that you contribute. - The current pay range for this role is currently $150,000 to $195,000 per year, based on a regular, full-time schedule. The amount of pay offered will be determined by a number of factors, including but not limited to qualifications, market data, and internal guidelines. - This role will also be eligible to participate in Tradeweb’s discretionary bonus program. - This role is expected to remain open until 4/30/25. Other Benefit Programs - Pre-Tax Commuter Benefits Program - ARAG Legal Services - Employee Assistance Program - Tuition Reimbursement - Financial Wellness Tools - Travel Assistance Benefits - Pet Insurance - Corporate Gym Subsidies - Wellness Perks - Paid Time Off and Parental Leave

• Interacting with customers, responding in a professional and efficient manner, helping them identify and resolve technical issues. • Meeting or exceed customer expectations on response quality, timeliness and overall customer experience • Taking end-to-end ownership of assigned customer issues, including initial troubleshooting, identification of root cause and issue resolution. Showing dedication, patience and commitment to seeing problems through to resolution. • Communicating with customers and partners through the online support tool, and via audio (top tier customers may call in directly) and video calls and screen-sharing sessions which will occur regularly • Collaborating with Support, Engineering, SREs, Product Management and Customer Success teams. Showing a respect for all team members and customers at all times • Reproducing customer problems internally, to enable the development and testing of a resolution • Collecting information and documenting bugs with Engineering for the product/service issues that are impacting customers • Providing feedback to the training and documentation teams so that common or emerging issues can be addressed before they become serious or widespread • Ensuring best practices are followed and processes are adhered to, especially with regard to ISO27001/9001 compliance, security incidents and data breaches • Actively prioritizing tasks/workload with self-discipline and good timekeeping • Adopting an 'always-learning' mentality, with a humble attitude about knowledge limitations, and the ability to learn from experience and informal/formal instruction. • Leading escalation calls, when required, to brief stakeholder management on support cases, and assist in the creation of action plans aiming to solve customer issues as quickly as possible.

Build Your Future with Hyphen While Our Clients Build Homes with Your Support. We Build a Trusted Homebuilder Network, Unifying the Construction Supply Chain. GENERAL DESCRIPTION: The Second Level Customer Care Representative is responsible for researching and resolving customer issues including those issues escalated from First Level Representatives and critical or high- priority issues. Second Level Representatives act as Subject Matter Experts for Hyphen applications and assist First Level Representatives, clients, and other Hyphen personnel in investigating and resolving a wide variety of issues. Hyphen application expertise and SQL knowledge are required to resolve issues within service level agreements. ESSENTIAL DUTIES AND RESPONSIBILITIES: - Become subject matter expert in all our software applications - Responsible for becoming the subject matter expert for integration, responsible for any integration issues that arise and work with integration support to get them resolved - Utilize SQL knowledge and application expertise to answer escalated questions from 1st level - Utilize SQL knowledge and application expertise for internal reporting and projects as needed - Write SQL statements to research and correct data issues - Gather customer ad-hoc requirements for information, utilize SQL to gather results and present results back to customer in a professional manner - Escalate issues, as appropriate, to 3rd level support or management. - Assist customer care in achieving service level agreements and act as a resource for customer care to achieve this requirement - Answer questions via telephone and email for customers requesting assistance with support. - Deliver On-Line training to customers via phone/internet. - Proactively identify, monitor, and follow up with users having difficulty with the applications. - Document issues and resolutions and record all activity and communications regarding issues. - Follow up with Clients to keep them informed of the status of resolved and unresolved issues - Adhere to internal policies and procedures and recommend improvements, when needed, to provide consistent and exemplary customer service - Manage time appropriately to handle multiple open calls, call backs from escalation partners and follow-up with Clients in a thorough and timely manner - Communicating openly, honestly and constructively - Treat all employees and Clients with dignity, respect and courtesy - Take responsibility to resolve concerns and issues with the team, other departments, and with Clients - Assist in training 2nd level customer care Representatives - Able to maintain schedule as provided by management - Other duties as assigned QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty as described above satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. - Bachelor’s degree is required. - A degree in Computer Science, Information Management or Information Technology preferred. - Minimum of two years experience in a customer support role at a software company preferred. - Strong problem resolution skills - Prior applicable experience in a software support environment while rapidly learning new technologies is preferred. - Knowledge of Microsoft Office Suite (2013/365), HTML, Windows 7/8/10, Wireless handheld devices (tablet/iOS/Android) preferred. - Excellent presentation and communication skills (verbal and written) - Must be goal oriented and work independently but also work well in a team environment. - Must be highly organized with ability to prioritize tasks and manage time accordingly. - Must have excellent phone manner and presence - Ability to work as part of a team, yet be a self-starter - Strong communication, reasoning, and logic skills - Must be able to work with all levels of customer and Hyphen personnel - Ability to handle multiple tasks and adapt to a fast-paced changing environment. - Homebuilding/Construction experience or industry knowledge desired. PHYSICAL REQUIREMENTS: - On-Call rotation required - Must have internet access

• Cumplimiento de los compromisos de servicio, así como mantenimientos preventivos y correctivos contractuales, con cada uno de nuestros clientes. • Esto incluye brindar servicio técnico (remoto o en sitio) a nuestros equipos de tecnología, además de atender incidentes sobre fallas que éstos pudieran presentar. • Atención a solicitudes de técnicos de campo. • Aprobación de partes para resolver incidencias. • Validación de solicitudes de garantía. • Realizar conexiones remotas para resolver averías en terminales. (TPV, Servidores, PC, Impresoras) • Realizar conexiones remotas para personalización de endpoint. (cuando la imagen es nueva) • Diagnóstico y solución en presencial. • Validar disponibilidad de piezas en herramienta prophet.