--- title: 'Client Support Analyst (APAC) at Numerix' canonical: 'https://feeny.ai/job/client-support-analyst-apac-numerix-hong-kong-3t5c8n7nz7rt' type: 'job' last_seen: '2026-10-15' --- # Client Support Analyst (APAC) at Numerix - **Company:** Numerix - **Location:** Hong Kong, China / Tokyo, Japan / Taipei, Taiwan - **Posted:** 2026-09-15 - **Last confirmed live:** 2026-10-15 - **Apply:** https://job-boards.greenhouse.io/numerix/jobs/5423448008 ## Job description Since our founding in 1996, Numerix has been at the vanguard of financial technology, providing quantitative analytics and software that redefine pricing and risk management across the financial markets. Through recent strategic acquisitions, Numerix has further strengthened its leadership position, empowering financial institutions worldwide to transform risk into opportunity with confidence. As AI reshapes capital markets technology, Numerix is focused on combining the speed and flexibility of AI with the deterministic, auditable, and governed calculations that financial institutions require. We are seeking a highly motivated and customer-focused Tier 1 Client Support Analyst based in the APAC region to serve as the first point of contact for our global client base. This role is responsible for managing inbound support requests, resolving common issues, and ensuring a high-quality client experience through timely and professional communication. The ideal candidate will demonstrate strong problem-solving skills, attention to detail, and the ability to work within defined processes while maintaining a customer-first mindset in a fast-paced, international environment.  In addition, we are seeking an analyst who is business-fluent in both Japanese and English. What You’ll Do: Client Support & Case Management - Act as the primary point of contact for incoming client support requests via ticketing systems, email, and chat - Log, triage, and manage cases in line with defined SLAs and priority frameworks - Provide timely updates to clients and ensure clear, professional communication at all stages of the case lifecycle - Resolve standard issues independently using knowledge base articles, SOPs, and internal tools - Accurately assess case severity and business impact - Escalate complex or high-impact issues to Tier 2/Engineering teams with complete and structured information - Ensure proper handover and follow-through on escalated cases - Follow established Standard Operating Procedures (SOPs) and support workflows - Maintain high levels of data quality in case documentation - Contribute to meeting team KPIs including response times, resolution times, backlog management, and CSAT - Utilize and contribute to internal knowledge base and documentation - Identify recurring issues and suggest improvements to processes or documentation - Work closely with Tier 2 Support, Client Teams, Sales, Product and Engineering teams across global regions (EMEA, Americas, APAC) - Participate in team meetings, training sessions, and knowledge-sharing initiatives What We’re Looking For: - 1–3 years’ experience in a customer support or helpdesk role (preferably in a software/technology environment) - Strong written and verbal communication skills - Strong written and verbal communication skills in English and Japanese are required to support and communicate effectively with Japanese-speaking clients and stakeholders - Proficiency in Mandarin Chinese would be an advantage to support business activities and client interactions across the Greater China region - Excellent problem-solving and analytical abilities - Ability to manage multiple tasks and prioritize effectively in a fast-paced environment - High attention to detail and organizational skills - Customer-focused mindset with a professional and courteous approach Extra Credit: - Experience with ticketing systems (e.g., Salesforce, Zendesk, JIRA Service Management) - Familiarity with SaaS products or financial/technical platforms - Exposure to working in a global, multi-time-zone support model - Basic technical troubleshooting skills (APIs, logs, data validation, etc.) Key Performance Indicators (KPIs): - First Response Time (FRT) - Case Resolution Time (within SLA) - Customer Satisfaction (CSAT) - Case Quality & Documentation Accuracy - Backlog Management What Success Looks Like: - Consistently meets or exceeds SLA and CSAT targets - Demonstrates strong ownership of cases from intake through resolution - Effectively triages and escalates issues with minimal rework - Contributes to continuous improvement of support processes and documentation Why Join Us: - Opportunity to be part of a growing Global team supporting a global client base - Exposure to cutting-edge products and diverse client use cases - Collaborative team culture with strong focus on learning and development - Clear career progression path into Tier 2 support, specialized teams, or operations Where You’ll Work: This is a hybrid or remote role, open to anywhere in the APAC region with a preference for those within a commutable distance of our Tokyo, Japan, Taipei, Taiwan or Hong Kong offices. An important note on salary: The annual pay range for this position is based on the preferred primary location of the role which is listed above. If you are applying to this role at a location that is not the preferred primary location, please keep in mind the salary range will vary and may fall outside of what is listed. Base pay offered may vary depending on job-related knowledge, skills, and experience. Also note that unsolicited contact from third-party recruiters or agencies will not be considered at this time. We respectfully request no outreach from agencies. ## About Numerix ## Company Overview - **One-liner**: Numerix provides quantitative analytics and risk management software for financial derivatives, fixed income, and structured products, turning uncertainty into opportunity through advanced modeling and technology. - **Entity Type**: Private (acquirer: Genstar Capital, 2022) - **Headquarters**: New York City, New York, United States - **Founded**: 1996 - **Founders**: Alexander Sokol, Nigel Goldenfeld, Mitchell Feigenbaum, Michael Goodkin ## Core Business - Primary industry/industries: Financial technology (FinTech), Risk management software, Capital markets analytics - Target customers: B2B – sell-side institutions (banks, broker-dealers), buy-side firms (asset managers, insurance companies, hedge funds), and FinTech/consulting firms - Mission or purpose: “Empower financial market participants to turn uncertainty into opportunity through the power of quantitative analytics and technology” ## Products & Services - **[Numerix Oneview](https://www.numerix.com/)**: Real-time front/middle-office risk management platform integrating pre-trade pricing, post-trade valuation, XVA, counterparty credit risk, market risk, and regulatory capital (SaaS/platform) - **[Numerix CrossAsset](https://www.numerix.com/)**: Pricing and risk analytics for multi-asset OTC derivatives and structured products (SDK/API) - **[PolyPaths](https://www.numerix.com/)**: Fixed income and asset-liability management (ALM) analytics covering bonds, mortgages, MSRs, ABS (acquired 2023) - **[Kynex](https://www.numerix.com/)**: Convertible securities valuation, portfolio & risk management, trade flow/order management (acquired 2024) - **[FINCAD Analytics Suite](https://www.numerix.com/)**: Derivatives and fixed-income pricing/risk analytics for buy-side institutions (acquired 2023) - **[NxCore](https://www.numerix.com/)**: Cloud-based capital markets development platform with Python libraries and APIs for building custom apps ## Market Standing - **Valuation/Market Cap**: Not publicly available (private company owned by Genstar Capital) - **Key Metric**: 550+ employees, 90 partners, clients in 52 countries - **Notable Investors/Partners**: Genstar Capital (owner) - **Growth Signals**: Ranked #14 in Chartis RiskTech100 2026; won Front Office Risk Management and XVA category awards; three acquisitions in 2023–2024 (FINCAD, PolyPaths, Kynex) expanding from trading book to banking book and convertible securities ## Competitive Advantages - 30+ years of domain expertise with industry-standard quantitative models - Covers the full trade lifecycle across all asset classes (rates, FX, equity, credit, commodities, inflation, hybrids) - Unmatched transparency and flexibility – clients see exactly how calculations are generated - Strong regulatory compliance support (SA-CCR, FRTB, ISDA SIMM) ## Strategic Focus - Deepening penetration in the banking book via ALM (PolyPaths) and buy-side analytics (FINCAD) - Accelerating cloud-native, microservices-based platform (Oneview) for enterprise scalability - Building a developer ecosystem with NxCore to enable faster client innovation ## Why Work Here - Culture of quantitative excellence: 47% of employees hold advanced degrees; 60% different nationalities; 40+ languages spoken - Offices in New York, Fair Lawn (NJ), Hong Kong, Singapore; hybrid/office environment likely given capital markets nature - Direct impact on critical financial infrastructure; “When numbers matter, Numerix is the answer” - Growth through recent acquisitions means cross-team collaboration and expanding product scope ## Sources 1. [numerix.com](https://www.numerix.com/) 2. [numerix.com/careers](https://www.numerix.com/careers) 3. [wikipedia.org](https://en.wikipedia.org/wiki/Numerix) 4. [linkedin.com](https://www.linkedin.com/company/numerix) ## Other roles at Numerix - [Product Architect](https://feeny.ai/job/product-architect-numerix-london-m1fyebnqtqz0) — London, United Kingdom / -, Ireland - [Senior Enterprise Sales Executive](https://feeny.ai/job/senior-enterprise-sales-executive-numerix-hong-kong-4yx5b39cqshn) — Hong Kong, China - [Quant Support Analyst](https://feeny.ai/job/quant-support-analyst-numerix-tokyo-k7q30ss2dfxx) — Tokyo, Japan - [Lead Software Developer](https://feeny.ai/job/lead-software-developer-numerix-india-singapore-718k2h07wskt) — India / Singapore - [Senior Enterprise Sales Executive](https://feeny.ai/job/senior-enterprise-sales-executive-numerix-new-york-gg178n5jbdkf) — New York, NY