Support Engineer
The Phoenix Group
This role provides crucial production support for complex financial software systems, ensuring system reliability, performance, and user satisfaction. You will handle technical troubleshooting, cross-team collaboration, and contribute to strategic initiatives aimed at enhancing operational stability and efficiency. Key Responsibilities Provide hands-on application support for enterprise-level financial systems, ensuring high availability and performance Act as the primary liaison between end-users and technical teams, managing support requests, troubleshooting issues, and providing timely resolutions Diagnose and resolve system incidents including database performance problems, server errors, and web-service failures Analyze logs, stack-traces, system metrics, and deployment architecture to identify root causes of issues and implement fixes Collaborate effectively with business, development, QA, and offshore teams to address production problems and improve processes Manage and update support documentation, standard operating procedures, and post-incident reports Participate in on-call rotational support coverage, including off-hours when necessary Escalate unresolved issues appropriately and ensure continuous communication with stakeholders Contribute to the improvement of monitoring, alerting, and support workflows through documentation and process updates Support strategic projects focused on reliability, automation, and process enhancements Qualifications & Requirements Bachelor’s Degree in Engineering, Computer Science, or related field; or equivalent practical experience 3-5 years of experience supporting complex enterprise software systems within the financial services or investment management industry Strong technical troubleshooting skills, including proficiency in SQL, scripting (Python preferred), and debugging Experience working with Linux-based systems, microservices architecture, JIRA, and supporting APIs or web services Knowledge of systems monitoring, logging tools, and incident management processes #J-18808-Ljbffr
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