Level 3 Application Engineering / Product Specialist, Officer

About the role

The Level 3 Product Technical Support Engineer, Officer, is the advanced escalation layer for the most complex CRIMS technical, functional and operational issues. While Level 2 restores service using known procedures, L3 diagnoses the unknown, owning root-cause analysis, defect recreation, workaround design and the technical bridge into Product Engineering and QA. The role suits someone who combines deep domain expertise with strong diagnostic instincts and the composure to handle sensitive, high-visibility situations.

Key responsibilities

• Provide technical leadership on critical incidents, coordinating across Support, SaaS Ops, DevOps and Infrastructure
• Perform deep troubleshooting across logs, database state, configuration and performance to isolate failures and determine whether they stem from data, configuration, code, integration, infrastructure or environment
• Capture and interpret logs, SQL/database analysis, configuration comparisons and performance findings so escalations to Engineering are fact-based and reproducible
• Conduct structured root-cause analysis and classify each issue as configuration, operational, infrastructure or software defect
• Partner with QA to reproduce defects in lower environments, engineer workarounds that minimise interruption to trading functions, and own escalations from L2 where no SOP exists or the root cause is unknown
• Create and manage Jira defects and enhancement requests, support hotfix deployment, and liaise with Product Engineering on prioritisation of non-functional requirements
• Define monitoring requirements and operational controls, author runbooks for L2, and review recurring incidents to drive systemic improvement
• Act as an entry point for new products, flagging deployment and operability risks

Required profile

• 4+ years in application or production support with genuine L3 ownership in Financial Technology / Services
• History of solving complex technical problems with a strong analytical mindset
• Financial-services, investment-management or trading-systems experience (CRIMS strongly preferred)
• Bachelor's degree in Computer Science, Engineering, Mathematics or a related technical discipline
• Ability to explain complex problems to portfolio managers, traders and engineers, and management-level thinking
• Periodic off-hours support

Required skills

• Hands-on SQL and relational-database fundamentals; scripting for automation
• Advantageous: observability tools such as Dynatrace, Datadog, SolarWinds; C#/.Net or Java a plus