Production Support Engineer
Core
Senior troubleshooter for escalated Tier 3 tickets on desktop and proprietary technology stacks, driving root cause analysis and handing off fixes to engineering.
Role type
Senior hands-on IC production support engineer
Builds
Stability and resolution paths for desktop/prop tech issues in a financial technology environment
Domain
Fintech / Portfolio Management / Trading
Required skills
Root cause analysis, distributed systems tracing, SQL (read-only), log analysis, SLA management, technical documentation, cross-system architecture knowledge
Preferred skills
Dynasty Technology stack familiarity, Azure DevOps, AI-assisted triage tools, Zendesk
Technologies
SQL, Azure DevOps, Zendesk, Dynasty Desktop, Dynasty Data
Responsibilities
Perform root cause analysis on escalated Tier 3 tickets, query production databases to validate hypotheses, monitor production alerts proactively, determine workarounds for users, document root causes and requirements for engineering fixes, maintain playbooks for recurring issues, partner with QA on regression coverage
Seniority
Senior, hands-on IC