Level 3 Application Engineering / Product Specialist, Officer

About the role

The Level 3 Product Technical Support Engineer provides advanced escalation for the most complex CRIMS technical, functional, and operational issues. This role combines deep domain expertise with strong diagnostic instincts to resolve high‑visibility incidents for institutional investors.

Key responsibilities

• Lead Sev1 incidents, coordinating across Support, SaaS Ops, DevOps, and Infrastructure.
• Perform deep troubleshooting across logs, database state, configuration, and performance to isolate failures.
• Capture evidence packs (logs, SQL analysis, configuration comparisons) for fact‑based escalations.
• Conduct structured root‑cause analysis and classify issues as configuration, operational, infrastructure, or software defects.
• Recreate defects with QA, design workarounds, and manage Jira defects and hotfix deployments.
• Define monitoring requirements, author runbooks for L2, and drive systemic improvements.

Required profile

• 4+ years in application or production support with L3 ownership in Financial Technology/Services.
• Strong analytical mindset with experience in complex technical problem solving.
• Hands‑on SQL skills and solid understanding of relational databases; scripting ability for automation.
• Experience with financial‑services, investment‑management, or trading‑systems (CRIMS preferred).

Required skills

• SQL
• Scripting (SQL or similar)
• Observability tools such as Dynatrace, Datadog, SolarWinds
• C#/.Net
• Java