Application Support Engineer at Axi in Malaysia

Please note that we will only be able to accept candidates who have the appropriate rights and documentation for employment in Malaysia. Who we are. Axi is a leading global provider of margin and deliverable Foreign Exchange, Contracts for Difference (CFDs), and Financial Spread betting. Our business has evolved into a world-class, multifaceted brokerage with offices in six regions. With heavy investment in the latest trading technology, Axi seeks to offer the most comprehensive end-to-end trading experience available, servicing traders of all levels from beginners to institutional-level clients. Let's talk about the cool stuff you do at Axi! The Application Support Engineer role sits within Axi’s Technology department and is responsible for ensuring the stability, availability, security, and performance of applications running within the Axi environment. This role acts as first-line application support, working closely with internal development teams, infrastructure teams, external vendors, and business stakeholders to resolve incidents, investigate production and trade-related issues, and support application deployments and changes. You will promote best practices in supportability, monitoring, incident management, and operational excellence, ensuring that all applications are reliable, scalable, and fit for business use within a global, high-availability trading environment. Your EDGE assignment/You will: Provide Level 1 application support for business-critical internal and external systems across the Axi platform. Act as first point of contact for incidents, service requests, and support enquiries, ensuring accurate triage, prioritisation, and adherence to SLAs. Respond promptly to support calls, alerts, and emails, maintaining clear, professional communication with internal stakeholders and external partners. Monitor application health using system logs, alerts, observability tools, transaction reporting, and FIX sessions; escalate issues as required. Investigate production and trade-related incidents, including data and transaction issues, and gather relevant information to support root cause investigations. Perform root cause analysis (RCA) for recurring or major incidents and contribute to post-incident reviews and service improvement actions. Support application deployments, releases, and configuration changes, validating changes from a supportability and operability perspective. Collaborate closely with development, infrastructure, and third-party vendors to resolve issues and improve system stability and resilience. Support and maintain both bespoke and third-party applications within the Axi environment. Maintain working knowledge of Windows Server, MS SQL Server, messaging technologies, and edge/network platforms such as Akamai and Cloudflare. Support and troubleshoot Akamai and Cloudflare configurations, including routing, DNS, CDN, and security-related changes. Proactively identify risks, recurring issues, and improvement opportunities to enhance operational effectiveness and system reliability. Take end-to-end ownership of issues, driving resolution rather than relying solely on escalation. Contribute to documentation, runbooks, and knowledge sharing, and assist with mentoring junior team members when required. Participate in on-call and out-of-hours support as part of a global support model (where applicable). Are you the one? 3+ years’ experience in an Application Support or Production Support role supporting business critical systems. Previous coding or troubleshooting experience preferred, particularly with .NET, containers, Kubernetes, service bus technologies, and SQL Server. Strong experience in incident management, troubleshooting, and root cause analysis. Proficient in system and application monitoring tools such as Zabbix and Datadog. Solid understanding of supporting and maintaining applications in high-availability, production environments. Experience supporting systems hosted in cloud environments such as Azure or AWS. Familiarity with IT Service Management practices; ITIL knowledge is desirable. Exposure to DevOps and Agile ways of working is an advantage. Strong communication skills and a proactive, ownership-driven mindset. Willing to grow and develop, work efficiently as independent and also a part of a Team. Axi's bag of delights Competitive and attractive compensation. Extensive learning opportunities, such as professional training and certifications and soft skills development. 21 annual leave days per year. Health Insurance Axi's interview journey Talent Acquisition Interview (45 minutes) Hiring Team Interview (60 minutes) Final Interview (30 minutes) We want to inform all prospective candidates that Axi's designated Employer of Records (EOR) in Malaysia is TDCX. As part of our commitment to legal compliance, all Axi Malaysia employees will be officially working under TDCX Malaysia. Please note that our organization works with recruitment agencies on a pre-approved basis only. A recruitment agency that wishes to submit candidate profiles or resumes for consideration must obtain prior written consent from our talent acquisition team. We do not accept unsolicited resumes from recruitment agencies, and we will not be responsible for any fees related to unsolicited resumes. Should we receive an unsolicited resume from a recruitment agency that does not have prior written consent, we will not be responsible for the payment any fees related to the recruitment of the candidate represented in the unsolicited resume. At Axi, we prioritise creating a workplace that upholds fairness and respect for all. We encourage every individual within our community to contribute towards a culture where everyone feels a sense of belonging and is treated with the dignity they deserve. We make all employment-related decisions—whether in hiring, compensation, training, performance reviews, or termination—based on merit and without bias, ensuring equal opportunities for everyone. We consciously work to identify and overcome any unconscious biases, with a commitment to fostering an inclusive environment where every employee and candidate feels genuinely welcomed and valued.