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 Operations)
Builds
Hosted investment management platform (Charles River IMS)
Domain
Financial Services / Investment Management
Deliverable
client delivery
Required skills
SQL, structured programming languages, 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
Technologies
SQL, Azure, Teams, Email
Responsibilities
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, manage special projects, handle sensitive customer issue situations, conduct research using available resources, prepare resolution reports for customer-reported issues, escalate complex technical and operational issues to engineering/product management, provide feedback on operational issues to product engineering, package issues and work history for escalation, create environment sizing and configuration documents for customer migrations, participate in application monitoring tool assessment and observability efforts
Seniority
Senior, hands-on IC