Tier 2 Production Support Specialist

Advisors Asset Management, Inc.; Boerne (TX); On-site; USD 65,000 - 90,000; Full time

Job summary

Advisors Asset Management, Inc. is seeking a Tier 2 Production Support Specialist to ensure the stability of our mission-critical applications, trading workflows, and data feeds.

You will triage, troubleshoot, and resolve incidents, monitor system health, and collaborate with development and business teams to sustain operational reliability. In a fast-paced financial services environment, you will contribute to AI-enabled support initiatives using Copilot and automation tools, build runbooks,

Qualifications

• 3–6+ years in production or technical operations
• Strong troubleshooting across SQL Server, web apps, APIs, and data flows
• Experience supporting business-critical systems in fast-paced environments
• Ability to communicate technical issues clearly to technical and non-technical audiences
• Proactive investigative mindset and quick learning of new systems
• Preferred: experience in financial services or trading environments

Responsibilities

• Serve as Tier 2 escalation point for production incidents and critical system issues
• Troubleshoot across proprietary applications, trading workflows, data feeds, and reporting
• Investigate incidents across application, database, and integration layers
• Own issues through resolution with follow-up, validation, and documentation
• Monitor production systems for performance, availability, and data inconsistencies
• Analyze logs, SQL data, reports, and system behavior to identify root causes
• Escalate when code changes or infrastructure support are required
• Help improve monitoring, alerting, and operational visibility
• Partner with users and teams to understand issues and business impact
• Communicate status, risks, and resolution progress
• Support releases, deployments, and after-hours maintenance
• Maintain runbooks and knowledge base content
• Identify recurring issues and work with engineering to reduce manual work
• Contribute to process improvements for production readiness
• Use AI tools like Copilot to improve troubleshooting and automation

Skills

Troubleshooting

SQL Server

Web applications

APIs & data flows

Data analysis

Tools

SSRS

Power BI

Job schedulers

Automation tools

Copilot

Job description

Advisors Asset Management (AAM) is seeking a Tier 2 Production Support Specialist to help support the day‑to‑day stability of our business‑critical applications, trading workflows, data feeds, and reporting processes. This role is responsible for triaging and resolving production issues, monitoring system health, analyzing data and application behavior, and working closely with development and business teams to maintain operational reliability. The ideal candidate is technically strong, highly curious, and motivated to become a subject matter expert across the systems they support. This includes helping to accelerate AAM’s transition to AI‑enabled support operations, leveraging tools such as Copilot and agent‑based workflows. This is not a traditional support role. It is a hands‑on production support position in a fast‑paced financial services environment where data accuracy, responsiveness, and system uptime directly impact business operations.

ESSENTIAL RESPONSIBILITIES

Production Support & Incident Resolution

• Serve as the primary Tier 2 escalation point for production incidents and business‑critical system issues
• Troubleshoot and resolve issues across:
  • Proprietary in‑house built applications, both internal and client facing
  • Trading and operational workflows
  • Data feeds, integrations, and batch processes
  • Reporting and downstream data issues
• Investigate incidents across the application, database, and integration layers
• Own issues through resolution, including follow‑up, validation, and documentation

Monitoring, Reliability & Analysis

• Monitor production systems for performance, availability, failed jobs, and data inconsistencies
• Analyze logs, SQL data, reports, and system behavior to identify root causes
• Escalate effectively when code changes or broader infrastructure support are required
• Help improve monitoring, alerting, and operational visibility across key systems

Business Support & Communication

• Partner with users, analysts, and technical teams to understand issues and business impact
• Communicate clearly with stakeholders regarding issue status, risks, and resolution progress
• Support production releases, deployments, and after‑hours maintenance activity as needed
• Maintain and improve support runbooks, troubleshooting guides, and knowledge base content
• Identify recurring issues and partner with engineering to reduce manual work and improve stability
• Contribute to process improvements that strengthen production support and operational readiness

AI-Enabled Support Operations

• Use tools such as Microsoft Copilot and other AI‑assisted workflows to improve troubleshooting, knowledge discovery, documentation, and support efficiency
• Help identify opportunities to automate repetitive support tasks and improve response time

QUALIFICATIONS

• Takes ownership of issues and follows them through to resolution
• Wants to understand how systems work end‑to‑end, not just apply quick fixes
• Is naturally curious and motivated to become the go‑to expert in the systems they support
• Learns quickly, asks strong questions, and investigates unfamiliar problems with confidence
• Thrives in an environment where priorities can shift and production issues require urgency and sound judgment
• We are looking for someone who is not only technically capable, but also driven, curious, and eager to learn
• Familiarity with:
• Batch processing and scheduled jobs
• Data pipelines and reporting systems
• Production monitoring and operational support workflows
• Exposure to tools such as:
• SSRS, Power BI, or reporting platforms
• Job schedulers, automation tools, or support scripting
• AI tools such as Copilot or other assistant‑based support workflows

EDUCATION and/or EXPERIENCE

• 3–6+ years of experience in production support, application support, or technical operations
• Strong troubleshooting skills across:
• SQL Server / relational databases
• Web‑based applications
• APIs, integrations, and data flows
• Experience supporting business‑critical systems in a fast‑paced environment
• Strong analytical and problem‑solving skills with close attention to detail
• Ability to communicate technical issues clearly to both technical and non‑technical audiences
• Demonstrated ability to independently investigate issues and learn new systems quickly
• Preferred experience in financial services, trading, capital markets, or highly time‑sensitive business environments
• Preferred experience supporting proprietary or highly integrated enterprise applications

Advisors Asset Management is an Equal Opportunity Employer and a participant in E-Verify.