Production Support Engineer

The Tier 3 Production Support Engineer owns complex, escalated production issues across the Desktop and Proprietary Technology pillar. This role investigates incidents to identify root causes, validates findings, and provides Engineering with clear, actionable requirements for resolution.

Issues often span multiple applications, services, and data layers, requiring a broad understanding of how systems interact rather than expertise in a single microservice. The ideal candidate combines strong SQL skills, systematic troubleshooting, and experience supporting financial technology platforms in a fast-paced, SLA-driven environment.

Responsibilities

• Own Tier 3 tickets escalated from Tier 1 and Tier 2 support involving desktop applications and proprietary technology.
• Perform root cause analysis across distributed systems by reviewing Azure and production logs, examining email trails and traces, and adding or interpreting application logging.
• Query production databases in read-only mode to verify data, validate hypotheses, and reproduce issues.
• Investigate missing or inaccurate data, user errors, training gaps, unexpected AI responses, outages, alerts, database bottlenecks, slow queries, and performance degradation.
• Monitor production alerts and releases across the technology pillar, proactively identifying and addressing issues before they escalate.
• Identify and communicate workarounds to minimize user impact while permanent fixes are developed.
• Document confirmed root causes, technical findings, and actionable resolution requirements before handing issues off to the Bug Fix/Maintenance Engineer.
• Track and help prioritize the Tier 3 backlog in partnership with the Production Support Manager/Lead, Product, and Development teams.
• Develop and maintain troubleshooting playbooks and workbooks for common and recurring production issues.
• Partner with QA and Release Validation teams to improve regression coverage and prevent recurring incidents.

• Strong SQL proficiency for production data investigation.
• Experience in wealth technology, fintech, trading, or investment management systems., * 3+ years of experience supporting or engineering production systems, with direct exposure to fintech applications in portfolio management, trading, investments, or client management.
• Strong working knowledge of SQL for read-only production investigation, data validation, and troubleshooting.
• Experience analyzing application and infrastructure logs and tracing issues across distributed systems.
• Broad understanding of financial advisors’ technology ecosystems, including application, service, and data layers.
• Proven root cause analysis skills, with the ability to distinguish symptoms from underlying causes and validate findings before escalating.
• Strong written communication skills, including the ability to document technical findings, create troubleshooting playbooks, and provide clear stakeholder updates.
• Ability to manage competing priorities and resolve production issues under strict service-level agreement (SLA) requirements.