Level 3 Senior Product Technical Support Engineer, AVP

About the role

The Level 3 Senior Product Technical Support Engineer, AVP provides the advanced escalation layer for the most complex CRIMS technical, functional and operational issues. The role combines deep domain expertise with strong diagnostic instincts to resolve high‑visibility incidents and lead a locally based support team.

Key responsibilities

• Lead Sev1 incidents, coordinating across Support, Operations, 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 work‑arounds.
• Own escalations from Level 2, create and manage defect and enhancement requests, and support hot‑fix deployment.
• Define monitoring requirements, author runbooks for Level 2 and drive systemic improvements.

Required profile

• 7+ years in application or production support with full L3 ownership.
• Financial‑services or investment‑management experience, preferably with CRIMS.
• Experience managing a small‑scale support team.
• Strong analytical mindset and ability to communicate complex issues to both technical and business audiences.
• B.S. in Computer Science, Engineering, Mathematics or related field.

Required skills

• Hands‑on SQL and solid relational‑database fundamentals.
• Scripting ability for task automation (SQL or similar).
• Exposure to observability tools such as Dynatrace or SolarWinds.
• Familiarity with C#/.Net or Java.