Application Support

Application Support Role

Application Support role on their Data Aggregation team. Platform ingests and aggregates data from multiple business units across Fidelity (PI, Brokerage, WI, Charitable, etc). In support of this single platform for the time being, but will likely grow the role to support other products eventually. All on-prem for the time being.

Job Description

• Responding to support tickets that come in from various groups dealing with individual customer-facing applications. Example: if a customer calls in that they can't view their PI account, support ticket goes to this person, they will need to run a Postman collection on the API to see if it is functioning properly, if it is they will need to query the database to make sure there isn't a bug in the query (simple queries, only 6 denormalized data tables in Cassandra).
• Either fix the bug without Engineer intervention, or escalate to appropriate engineering team to fix the issue.
• Will be a coordination and communication component across engineering teams.
• Need Financial Services/Banking industry experience to understand terminology (brokerage, holding account, etc).
• Need basic understanding of Java code--don't need to write code (if they can, that's a plus) but be able to troubleshoot the code. Need to have worked in an API support role in a Java environment
• Need Postman for running collections on the API manually
• Using Splunk and Datadog for monitoring/logging. Splunk is a requirement, Datadog is nice to have.
• Nice to have AWS, CI/CD, Containers--all on prem, but will be migrating to the cloud. At that point there will be a DevOps and Prod Support team. Would be nice to have to be able to jump in.. Looking at the role long-term
• Looking for 6-8 years' experience. If someone is 10+ we can consider them, but ask about how hands-on they've been recently and their openness to a 100% hands-on role.

Required Skills : Candidates need to have experience pulling up and querying Datadog logs and performing discovery—tracing to a particular issue within an API, analyzing where else within the system will be affected, how many times per/day or week the issue has occurred, etc. Need to be able to READ Java code but not necessarily program. Production Support mindset required. Strong communication is a must.