Application Support Engineer

The Phoenix Group; Greenwich (CT); On-site; USD 90,000 - 120,000; Full time

Job summary

The Phoenix Group in Greenwich, CT, seeks a production support specialist to sustain and improve complex financial software, ensuring reliability, performance, and user satisfaction.

You will troubleshoot incidents, collaborate across teams, and contribute to automation and monitoring initiatives, with on-call rotation and emphasis on stability.

Qualifications

• Bachelor’s Degree in Engineering, Computer Science, or related field.
• 3-5 years of experience supporting complex enterprise software systems within financial services or investment management.
• Strong technical troubleshooting skills, including proficiency in SQL, scripting (Python preferred), and debugging.
• Experience working with Linux-based systems, microservices architecture, JIRA, and supporting APIs or web services.

Responsibilities

• Provide hands-on application support for enterprise-level financial systems, ensuring high availability and performance.
• Act as the primary liaison between end-users and technical teams, managing support requests, troubleshooting issues, and providing timely resolutions.
• Diagnose and resolve system incidents including database performance problems, server errors, and web-service failures.
• Analyze logs, stack-traces, system metrics, and deployment architecture to identify root causes of issues and implement fixes.
• Collaborate effectively with business, development, QA, and offshore teams to address production problems and improve processes.
• Manage and update support documentation, standard operating procedures, and post-incident reports.
• Participate in on-call rotational support coverage, including off-hours when necessary.
• Escalate unresolved issues appropriately and ensure continuous communication with stakeholders.
• Contribute to the improvement of monitoring, alerting, and support workflows through documentation and process updates.
• Support strategic projects focused on reliability, automation, and process enhancements

Skills

SQL

Python scripting

Linux

Microservices architecture

JIRA

APIs / Web services

Education

Bachelor’s Degree in Engineering, Computer Science, or related field

Job description

This role provides crucial production support for complex financial software systems, ensuring system reliability, performance, and user satisfaction. You will handle technical troubleshooting, cross-team collaboration, and contribute to strategic initiatives aimed at enhancing operational stability and efficiency.

Key Responsibilities

• Provide hands-on application support for enterprise-level financial systems, ensuring high availability and performance
• Act as the primary liaison between end-users and technical teams, managing support requests, troubleshooting issues, and providing timely resolutions
• Diagnose and resolve system incidents including database performance problems, server errors, and web-service failures
• Analyze logs, stack-traces, system metrics, and deployment architecture to identify root causes of issues and implement fixes
• Collaborate effectively with business, development, QA, and offshore teams to address production problems and improve processes
• Manage and update support documentation, standard operating procedures, and post-incident reports
• Participate in on-call rotational support coverage, including off-hours when necessary
• Escalate unresolved issues appropriately and ensure continuous communication with stakeholders
• Contribute to the improvement of monitoring, alerting, and support workflows through documentation and process updates
• Support strategic projects focused on reliability, automation, and process enhancements

Qualifications & Requirements

• Bachelor’s Degree in Engineering, Computer Science, or related field; or equivalent practical experience
• 3-5 years of experience supporting complex enterprise software systems within the financial services or investment management industry
• Strong technical troubleshooting skills, including proficiency in SQL, scripting (Python preferred), and debugging
• Experience working with Linux-based systems, microservices architecture, JIRA, and supporting APIs or web services
• Knowledge of systems monitoring, logging tools, and incident management processes