Production Support Lead needed for fast growth fintech firm!This Jobot Job is hosted by: Christine McNamara
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Salary: $110,000 - $130,000 per year
A bit about us:We are seeking an experienced Production Support Specialist to provide advanced technical support across desktop applications and proprietary financial technology platforms. This position will serve as a senior escalation point for complex production issues that cannot be resolved through Tier 1 or Tier 2 support.
The ideal candidate brings a strong understanding of interconnected financial technology environments and is comfortable investigating issues across applications, services, infrastructure, and data. This is a hands-on troubleshooting role that requires the ability to analyze logs, trace activity across distributed systems, investigate production data using SQL, and identify the underlying cause of complex technical problems.
Why join us?- Generous compensation packages
- Annual performance bonus
- 401k with company match
- Generous PTO & sick leave
Job DetailsKey Responsibilities
- Serve as the primary escalation point for complex Tier 3 production support issues involving desktop applications and proprietary technology platforms.
- Investigate technical incidents across multiple systems and services to identify the root cause of production problems.
- Review application and infrastructure logs, trace system requests, and analyze dependencies to determine where failures are occurring.
- Use SQL and read-only production database access to investigate data, test hypotheses, and reproduce reported issues.
- Monitor alerts and system activity associated with desktop and proprietary technology platforms, proactively addressing potential issues when possible.
- Identify practical workarounds that minimize disruption for users while longer-term fixes are being developed.
- Translate technical findings into clearly documented requirements and provide Engineering with actionable information for remediation.
- Maintain and help prioritize the Tier 3 support backlog in collaboration with Production Support leadership, Product, and Development teams.
- Create and update troubleshooting documentation, playbooks, and internal knowledge resources for recurring production issues.
- Partner with QA and Release Validation teams to ensure previously identified issues are appropriately covered during regression testing.
- Communicate investigation status, findings, and resolution paths clearly to both technical and non-technical stakeholders.
Qualifications
- 3+ years of experience supporting, troubleshooting, or engineering production technology environments.
- Direct experience with financial technology applications supporting portfolio management, trading, client management, or related wealth management functions.
- Strong understanding of how technologies interact across application, service, and data layers within a financial advisor technology environment.
- Working knowledge of SQL, particularly for investigating and validating production data in a read-only environment.
- Experience reviewing application and infrastructure logs and tracing technical issues through distributed systems.
- Demonstrated ability to conduct structured root cause analysis, differentiate symptoms from underlying causes, and validate findings before escalating issues.
- Strong written communication skills with the ability to document technical investigations, support procedures, and stakeholder updates clearly.
- Ability to manage multiple priorities and troubleshoot business-critical issues within established service-level expectations.
- Comfortable working in an environment where production issues may require collaboration across Support, Engineering, Product, and QA teams.
Preferred Qualifications
- Experience using Azure DevOps (ADO) for bug tracking, issue management, or engineering work items.
- Familiarity with AI-enabled support, troubleshooting, or incident-triage tools.
- Experience with service desk and ticketing platforms such as Zendesk.
Interested in hearing more? Easy Apply now by clicking the "Apply Now" button.
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