Production Support Engineer

Location: M-F onsite in St Pete, FL

Compensation: $120,000-130,000 DOE

Must-Have Qualifications

• Strong SQL proficiency for production data investigation.
• Experience in wealth technology, fintech, trading, or investment management systems.

About the Role

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.

Required Qualifications

• 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.

By submitting to this position, you are agreeing to be included in our talent pool for future hiring for similarly qualified positions.


EEO Notice


Vaco by Highspring is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by federal, state or local law.


Vaco by Highspring and its parents, affiliates, and subsidiaries are committed to the full inclusion of all qualified individuals. As part of this commitment, Vaco by Highspring and its parents, affiliates, and subsidiaries will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact View email address on click.appcast.io .


Vaco by Highspring also wants all applicants to know their rights that workplace discrimination is illegal .

Representation Notice


By submitting to this position, you agree that you will be giving Vaco by Highspring the exclusive right to present your as a candidate for the foregoing employment opportunity. You further agree that you have represented information about yourself accurately and have not affirmatively misrepresented your qualifications. You also agree to maintain as confidential, to the fullest extent permitted by law, any information you learn from Vaco by Highspring about the position and you will limit disclosure of information about the position only to the extent necessary to perform any obligations in furtherance of your application. In exchange, Vaco by Highspring agrees to exercise reasonable efforts to represent you through all solicitation, job screening and resume dispersal.

For residents of Ontario, Canada: Based on Highspring's discussions with its Client, Highspring's understanding is that this position for employment is a current vacancy (either through Highspring as a contractor or with the client directly).

Privacy Notice


Vaco by Highspring and its parents, affiliates, and subsidiaries ("we," "our," or "Vaco by Highspring") respects your privacy and are committed to providing transparent notice of our policies.

• California residents may access Vaco by Highspring HR Notice at Collection for California Applicants and Employees here .
• Virginia residents may access our state specific policies here .
• Residents of all other states may access our policies here .
• Canadian residents may access our policies in English here and in French here .
• Residents of countries governed by GDPR may access our policies here .

Additionally, submissions to this position are subject to the use of AI to perform preliminary candidate screenings, focused on ensuring minimum job requirements noted in the position are satisfied. More details about Vaco by Highspring's use of AI can be found here ( ). Further assessment of candidates beyond this initial phase will be conducted by recruiters and hiring managers. Vaco by Highspring does not know and cannot opine on if its client's use of AI products in hiring.

Pay Transparency Notice


Determining compensation for this role (and others) at Vaco by Highspring depends upon a wide array of factors including but not limited to:

• the individual's skill sets, experience and training;
• licensure and certification requirements;
• office location and other geographic considerations;
• other business and organizational needs.

With that said, as required by local law, Vaco by Highspring believes that the following salary range referenced above reasonably estimates the base compensation for an individual hired into this position in geographies that require salary range disclosure. The individual may also be eligible for discretionary bonuses.