ABOUT THIS ROLE
We are seeking a skilled and customer-oriented Application Support Engineer to join our production support team. In this role you will act as the primary escalation point for production issues, work alongside engineering to resolve complex problems, and use AI tooling to remove repetitive work.
Duties/Responsibilities
Incident and Escalation Response
- Serve as the escalation point for frontline support, owning complex production issues end to end from triage through resolution and client communication
- Participate in major incident response, providing impact analysis and actionable recommendations
- Monitor system performance and availability, resolving issues before they impact clients
- Manage production access and support configuration and change management activities
Automation and AI Tooling
- Use AI tooling to accelerate investigation, including log analysis, data extraction, and issue reproduction
- Build and maintain automations and reusable AI assets that other engineers can run
- Validate AI-generated output before it reaches a client, a ticket, or production
Collaboration and Knowledge Sharing
- Collaborate with development teams on fixes and improvements, and mentor newer engineers on the team
- Create and maintain runbooks, troubleshooting guides, and knowledge base articles
Education and/or Experience
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience
- 3+ years of experience in application support, preferably in a financial services or trading environment
- 2+ years in a customer-facing role
- Strong foundational knowledge of networking, operating systems (Linux and Windows), and databases (MSSQL and/or NoSQL)
- Ability to read and modify application code in a compiled language preferred
Required Skills/Abilities
- Strong understanding of REST APIs, Google Cloud Platform, and microservices architecture
- Proficiency in SQL and NoSQL databases (MSSQL, MongoDB, Postgres)
- Solid networking knowledge, including TCP/IP, DNS, and network security concepts
- Experience with Linux and Windows operating systems
- Strong scripting abilities in Python and PowerShell
- Practical skill with AI coding assistants, including the ability to break a problem into a workable prompt, iterate on the output, and recognize when the tool is wrong. Experience with Claude Code preferred
- Judgment about where automation pays off and where a process should stay manual
- Excellent problem-solving and analytical skills, with the ability to troubleshoot complex technical issues
- Strong customer service orientation and ability to communicate technical concepts to non-technical audiences
- Experience with observability and ticketing platforms such as Datadog, Jira, Zendesk, Confluence, and PagerDuty is a plus
- Familiarity with trading systems, financial markets, and regulatory requirements is a plus
Work Environment
- This role operates in a hybrid environment, in office 3 days per week.
- Participation in a shared on-call rotation is required, including nights, weekends, and market holidays.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Our Rewards
We offer a robust package of employee perks and benefits, including healthcare benefits (medical, dental and vision, EAP), competitive PTO, 401k match, parental leave, and HSA contribution match. We also provide our employees with a paid subscription to the Calm app and offer generous external learning and tuition reimbursement benefits. At AFS, we offer a hybrid work schedule for most roles that allows employees to have the flexibility of working from home and one of our primary offices.
