James Shen

Sr. Application Support Engineer – Hybrid: Our direct client, a fast-growing FinTech firm, is looking a Sr. Application Support Engineer to manage our document and data support team.  The document management center is the primary tool within our larger application leveraged by large enterprise clients, and we are looking for a dynamic leader to oversee our team of skilled support engineers who specialize in solving problems related to this tool.  This team is responsible for ensuring that all technical issues are resolved in a timely and efficient manner. This role centers on backend production support within our document management platform. This role will employ technical troubleshooting expertise, predominantly in SQL and site administration, and collaborate closely with our product development and engineering teams to address and resolve client issues effectively. This position is based in midtown Manhattan, 3 days per week onsite is expected.  Client offers a very attractive compensation and benefits package, salary ($140-170K, DOE), bonus and stock options.   Responsibilities

• Analyze and diagnose the root causes of production issues using SQL, coordinating with support, and engineering teams to implement solutions.
• Act as the main point of contact across departments, clients, and external partners to address and resolve data discrepancies.
• Partner with Product Managers to spearhead data projects that enhance existing features or develop new workflows.
• Create tools for exception management and develop metrics and dashboards to monitor data quality and prioritize issue resolution.
• Gain a thorough understanding of our data flows and their business impacts.
• Engage in reverse engineering and debugging to address project challenges.
• Oversee project deliveries and address technical operational issues.
• Design, develop, and maintain advanced SQL scripts and reporting tools.
• Utilize ETL processes to manage data transfers across systems.

Qualifications

• 5-10 years of experience in data/application support or technical support, ideally within an enterprise SaaS environment
• 5+ years of experience in software application management and development
• 3+ years in a leadership role within a technical support team
• Demonstrated ability to perform detailed root cause analysis and work closely with engineers to resolve complex issues
• Strong analytical skills, excellent communication abilities, and proficient relationship management
• Bachelor’s degree in computer science, business analytics, finance, or a related field
• Expertise in navigating and understanding complex technical environments, including explaining these to non-technical stakeholders
• Proven ability to manage client relationships, drive results, and exhibit strong leadership qualities
• Advanced proficiency in SQL and familiarity with database management concepts