Level 3 Application Engineering / Product Specialist

About the role

The Level 3 Product Technical Support Engineer provides advanced escalation support for the most complex CRIMS technical, functional, and operational issues. This role requires deep domain expertise, strong diagnostic skills, and the ability to handle high‑visibility incidents that impact client perception.

Key responsibilities

• Lead Sev1 incidents, coordinating across Support, SaaS Ops, DevOps, and Infrastructure.
• Perform deep technical troubleshooting across logs, database state, configuration, and performance to isolate failures.
• Capture and interpret application and integration logs, SQL/database analysis, and performance findings for fact‑based escalations.
• Conduct structured root‑cause analysis and classify issues as configuration, operational, infrastructure, or software defects.
• Partner with QA to recreate defects in lower environments and design viable workarounds.
• Manage Jira defects and enhancement requests, support hotfix deployment, and liaise with Product Engineering.
• Define monitoring requirements, author runbooks for L2, and drive systemic improvements.
• Assist with new product introductions, flagging deployment and operability risks.

Required profile

• 4+ years in application or production support with L3 ownership in Financial Technology/Services.
• B.S. in Computer Science, Engineering, Mathematics, or related technical discipline.
• Experience with financial‑services, investment‑management, or trading‑systems environments.

Required skills

• Hands‑on SQL and strong relational‑database fundamentals.
• Scripting ability for task automation (SQL, etc.).
• Exposure to observability tools such as Dynatrace, Datadog, SolarWinds.
• Familiarity with C#/.Net or Java.
• Experience using Jira for defect and enhancement tracking.