Fintech Tier 3 Production Support Engineer

Vaco; Saint Petersburg (FL); On-site; USD 120,000 - 130,000; Full time

Job summary

Vaco is seeking a Tier 3 Production Support Engineer to own complex production issues across desktop and proprietary tech, driving root cause analysis and actionable fixes. You will investigate incidents spanning multiple systems and data layers, requiring broad system understanding and strong SQL skills in a fast-paced, SLA-driven environment.

The role emphasizes documenting findings, creating playbooks, and collaborating with QA, Release Validation, and Development teams to prevent recurring

Qualifications

• 3+ years of experience supporting or engineering production systems, preferably fintech or wealth tech.
• Strong SQL proficiency for production data investigation and validation.
• Experience analyzing logs and tracing issues across distributed systems.

Responsibilities

• Own Tier 3 tickets escalated from Tier 1 and Tier 2 support for desktop applications and proprietary tech.
• Perform root cause analysis using Azure logs, email trails, traces, and application logs.
• Query production databases in read-only mode to verify data and reproduce issues.
• Investigate missing or inaccurate data, user errors, training gaps, AI responses, outages, alerts, bottlenecks, and slow queries.
• Monitor production alerts and releases; proactively address issues to prevent escalation.
• Identify and communicate workarounds to minimize user impact during fixes.
• Document root causes, findings, and resolution requirements for handoff to Bug Fix/Maintenance.
• Track and prioritize Tier 3 backlog with Production Support Manager/Lead, Product, and Development.
• Develop and maintain troubleshooting playbooks and worksheets for recurring issues.
• Partner with QA and Release Validation to improve regression coverage and prevent incidents.

Job description

Vaco is seeking a Tier 3 Production Support Engineer to own complex production issues across desktop and proprietary tech, driving root cause analysis and actionable fixes. You will investigate incidents spanning multiple systems and data layers, requiring broad system understanding and strong SQL skills in a fast-paced, SLA-driven environment.

The role emphasizes documenting findings, creating playbooks, and collaborating with QA, Release Validation, and Development teams to prevent recurring