Production Support Engineer

Investment Management Firm #013

We are seeking an Application Support Analyst who will work as a part of a dynamic team in a rapidly growing company. While the role is truly one of individual contributor, a high degree of interaction and teamwork are required to be effective in the role. The Application Support Analyst is responsible for ensuring a high level of customer satisfaction with various applications used by the firm. Some of the primary applications are trading systems, PnL systems, Risk systems, Research and Accounting systems.

The Application Support Analyst is responsible for providing technical support to end users, answering complex questions on function and usage of systems. The Application Support Analyst is also responsible for possessing thorough knowledge of the Application and improving the current software releases. You will:

Develop and maintain in-depth knowledge of our Applications products in order to support customers
Manage users expectations to ensure satisfaction with our firm and our products
Ensure that every user is treated professionally and with respect
Act as a user advocate to Project Management and Development
Log, research, and accurately resolve complex customer inquiries and problems in a timely manner
Effectively interact with Quality Assurance to report bugs identified by customers
Ensure proper escalation occurs for unresolved issues to ensure the customer remains satisfied
Gain and maintain current knowledge of our Support Policies and Procedures
Contribute to the advancement of Team goals
Rotating on-call responsibilities
Identify/update missing prod-support processes and author new processes with the assistance of dev/business-teams using a support wikis.
Diagnose missing-inputs issues. This may require analyzing stack-traces, system-logs, stepping through code in a debugger etc. to find the offending query/web-service call.
Diagnose resource issues (e.g., database down/slow, etc.). This would require learning our deployment architecture, alerting/monitoring tools, etc.

What You’ll Bring

A minimum of a bachelor’s degree (Informatics & Computing or software engineering related preferred)
Minimum two years of experience in directly supporting software applications in the Financial Industry
Strong troubleshooting capability
External customer facing experience in a software support environment
Ability to work effectively both independently and in a small team environment
Experience with client server or web-based applications preferred
Knowledge of Python, Java, SQL, preferred
Staggering support shifts
Maturity, credibility, and clarity both in verbal and in written communication.

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