Application Support Engineer
Core
Manage and support production of Charles River IMS systems for multiple clients, providing application administration, troubleshooting, and escalation services.
Role type
Senior Application Support Engineer (SaaS)
Builds
Hosted investment management platform (Charles River IMS)
Domain
Financial Services / Investment Management
Required skills
SQL, structured programming languages, development tools, relational database theory, diagnostic and troubleshooting abilities, analytical mindset
Preferred skills
Trading Life Cycle knowledge, System Development Life Cycle knowledge, Azure environment configuration, observability tool assessment, management level thinking
Technologies
SQL, Azure, Teams, Email, Observability tools
Responsibilities
Respond to technical assistance requests via Teams and Email, diagnose software issues and recommend solutions, analyze problems and provide training, work closely with engineering/QA teams, identify and test workarounds for software deficiencies, research issues with third-party software, follow standard procedures for customer requests, contribute to continuous enhancement of support processes, handle sensitive issue situations, conduct research using available resources, manage special projects, keep detailed logs of customer interactions and prepare resolution reports, escalate complex technical and operational issues to engineering/product management, provide feedback on operational issues to product engineering, package issues and work for efficient escalation, create environment sizing and configuration documents for customer migrations, participate in application monitoring tool assessment and observability efforts
Seniority
Senior, hands-on IC