Application Support Analyst

Raymond James Financial, Inc.; Saint Petersburg (FL); Hybrid; USD 65,000 - 90,000; Full time

Job summary

Raymond James Financial, Inc. is seeking a technical and application support professional to act as escalation point for ongoing issues, collaborating with software teams to triage and resolve problems at our St. Petersburg HQ. This hybrid role requires in-office presence three days a week.

The ideal candidate brings SDLC/Agile know-how, strong SQL and log-analysis skills with Splunk and Dynatrace, and excellent problem-solving and communication abilities to support regulated environments.

Qualifications

• Bachelor’s: Computer Science, Information Technology, or related degree or equivalent combination of education, training, and experience.
• Minimum of 3 years of experience in a technical and application support environment.
• Experience working in a software engineering environment is preferred.

Responsibilities

• Act as the escalation point for unresolved application issues from first-level support.
• Partner collaboratively with software development teams to triage, analyze, and resolve issues, contributing to both the resolution process and post-issue remediation.
• Conduct in-depth technical research and advanced diagnostics using logs, internal applications, debugging tools, and knowledge bases.
• Reproduce reported issues in test environments, testing functionality and identifying workarounds or interim solutions where applicable.
• Document all investigative steps, technical findings, and permanent solutions in the ticketing and knowledge base systems.
• Participate in incident reviews and retrospectives, offering technical insight and recommendations.
• Create and maintain knowledge base articles to support internal teams and end-users.

Skills

SDLC & Agile

SQL skills

Log analysis tools

Troubleshooting

Communication

Collaboration

Regulated environments

Education

Bachelor’s degree in Computer Science or related field

Tools

Splunk

Dynatrace

Job description

This position will follow our hybrid work model, we expect the selected candidate to be in-office 3 days a week in our St. Petersburg, FL Corporate HQ.

Essential Duties and Responsibilities

• Act as the escalation point for unresolved application issues from first-level support.

• Partner collaboratively with software development teams to triage, analyze, and resolve issues, contributing to both the resolution process and post-issue remediation.

• Conduct in-depth technical research and advanced diagnostics using logs, internal applications, debugging tools, and knowledge bases.

• Reproduce reported issues in test environments, testing functionality and identifying workarounds or interim solutions where applicable.

• Document all investigative steps, technical findings, and permanent solutions in the ticketing and knowledge base systems.

• Participate in incident reviews and retrospectives, offering technical insight and recommendations.

• Create and maintain knowledge base articles to support internal teams and end-users.

Skills

• Understanding of Software Development Lifecycle and Agile methodologies including Agile Scrum.

• Intermediate SQL skills, with the ability to read and write queries and DML scripts.

• Experience with tools such as Splunk and Dynatrace for searching and filtering logs for specific transactions and errors.

• Excellent problem-solving and troubleshooting skills with the ability to diagnose complex technical issues.

• Strong written and verbal communication skills.

• Ability to work collaboratively and independently, managing multiple issues according to priority.

• Familiarity with incident management and change control processes in regulated environments.

Education

• Bachelor’s: Computer Science, Information Technology, or related degree or equivalent combination of education, training, and experience.

Work Experience

• Minimum of 3 years of experience in a technical and application support environment.

• Experience working in a software engineering environment is preferred.

• Entry or junior level software engineering experience or training is highly valued for this position.

Certifications

• None required.

Travel

• Not required.