Level 3 Application Engineering / Product Specialist, Officer

State Street Corporation; Melbourne; On-site; AUD 120,000 - 170,000; Full time

Job summary

State Street Corporation in Melbourne is seeking an experienced Level 3 Product Technical Support Engineer. You will own the most complex CRIMS issues, diagnosing root cause and bridging to Product Engineering and QA for rapid, robust resolutions.

The role emphasizes advanced troubleshooting, defect recreation with QA, and engineering liaison to prioritize non-functional requirements. Periodic off-hours support is expected.

Qualifications

• 4+ years in application or production support with Level 3 ownership.
• Strong analytical mindset with ability to diagnose complex issues.
• Hands-on SQL and relational-database fundamentals; scripting for automation.

Responsibilities

• Provide Sev1 leadership and coordinate across global teams.
• Perform deep technical troubleshooting across logs, DB state, and configurations.
• Capture evidence packs with logs, SQL analysis, and config comparisons for Engineering.
• Conduct structured root-cause analysis and classify issues.
• Reproduce defects with QA in lower environments for validation.
• Design viable workarounds to minimise impact on trading functions.
• Own escalations from Level 2 and liaise with Engineering on fixes and NF-R requirements.
• Create and manage Jira defects, feed back significant issues to Product Engineering.
• Define monitoring requirements and runbooks for operational uplift.
• Assist with New-Product readiness and deployment operability checks.

Skills

L3 ownership

SQL

Troubleshooting

Root-cause analysis

Communication

Financial Tech experience

Education

B.S. in Computer Science/Engineering/Math

Tools

Dynatrace

Datadog

SolarWinds

C#/.Net

Java

Job description

Role Summary

The Level 3 Product Technical Support Engineer, Officer, is the advanced escalation layer for the most complex CRIMS technical, functional, and operational issues. Where 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 pairs deep domain expertise with sharp diagnostic instinct and the composure to handle the “sensitive,” high-visibility situations that shape how clients perceive CRD’s ability to resolve their problems.

Primary Objective

Diagnose complex technical problems, determine true root cause, and distinguish software defects from configuration, data, operational, or infrastructure faults — resolving through technical expertise or packaging the issue cleanly for Engineering.

Key Responsibilities

• Sev1 leadership — Provide technical leadership on critical incidents, coordinating across Support, SaaS Ops, DevOps, and Infrastructure.
• Advanced troubleshooting — Perform deep technical troubleshooting across logs, database state, configuration, and performance behaviour to isolate failures, quantify scope, and determine whether the issue is caused by data, configuration, code, integration, infrastructure, or environmental conditions.
• Troubleshooting evidence pack — Capture and interpret application and integration logs, SQL/database analysis, configuration comparisons, and performance investigation findings so escalations to Engineering are fact-based, reproducible, and actionable.
• Root-cause analysis — Conduct structured RCA and classify each issue as a configuration, operational, infrastructure, or software defect.
• Defect recreation — Partner with QA teams to reproduce defects in lower environments to validate findings before escalation.
• Workaround design — Engineer viable workarounds that minimise interruption to time-sensitive trading functions.
• Escalation ownership — Handle escalations from L2 where no Standard Operating Processes (SOPs) exists, root cause is unknown, or deep technical expertise is required.
• Engineering liaison — Create and manage Jira defects and enhancement requests, support hotfix deployment, and meet with Product Engineering to feed back significant operational issues and prioritise non-functional requirements (NFRs).
• Operational uplift — Define monitoring requirements and operational controls, author runbooks for L2, and review recurring incidents to drive systemic improvement.
• New-product readiness — Act as an entry point for new product introduction to Operations infrastructure, flagging deployment and operability risks.

Skills & Experience

• 4+ years in application or production support with genuine L3 ownership in Financial Technology / Services Sector.
• Demonstrated history of solving complex technical problems with a strong analytical mindset.
• Hands-on SQL and sound grasp of relational-database fundamentals; scripting ability (SQL, etc.) for task automation.
• Financial-services / investment-management / trading-systems experience — CRIMS strongly preferred.
• Observability tooling exposure (e.g. Dynatrace, Datadog, SolarWinds) advantageous; C#/.Net or Java familiarity a plus.
• Communication skills to translate complex problems into both technical and business terms; equally credible with portfolio managers, traders, and engineers.
• Management-level thinking — perceptive to situational nuance and able to see the larger picture of an issue.
• B.S. in Computer Science, Engineering, Mathematics, or a related technical discipline.

Additional requirements

Periodic off-hours support

About State Street

Across the globe, institutional investors rely on us to help them manage risk, respond to challenges, and drive performance and profitability. We keep our clients at the heart of everything we do, and smart, engaged employees are essential to our continued success.

We are committed to fostering an environment where every employee feels valued and empowered to reach their full potential. As an essential partner in our shared success, you’ll benefit from inclusive development opportunities, flexible work-life support, paid volunteer days, and vibrant employee networks that keep you connected to what matters most. Join us in shaping the future.

As an Equal Opportunity Employer, we consider all qualified applicants for all positions without regard to race, creed, color, religion, national origin, ancestry, ethnicity, age, disability, genetic information, sex, sexual orientation, gender identity or expression, citizenship, marital status, domestic partnership or civil union status, familial status, military and veteran status, and other characteristics protected by applicable law.

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