James Shen

Application Support Engineer – Hybrid: Our direct client, a fast-growing FinTech firm, is looking an Application Support Engineer to be responsible for daily management and troubleshooting of client technical support requests for a large and dynamic application that supports structured investments, annuities, and alternative investments. This individual will ensure that all technical issues related to these investment products are resolved in a timely and efficient manner. This includes responding to requests and keeping the client informed of updates at a regular interval. The Support Engineer will initially triage the support request and escalate internally to a secondary support staff as needed. This may require collaboration with members of other engineering teams to help resolve the issue. This role also requires communication with several different internal business side teams. This position is based in midtown Manhattan, 3-4 days per week onsite is expected.  Client offers a very attractive compensation and benefits package, salary ($90 -130K, DOE), bonus and stock options.   Responsibilities:

• Respond in a timely manner to client inbound support requests and maintain updates during troubleshooting.
• Engage in the initial triage of support requests and either resolve or escalate to the appropriate secondary support team.
• Maintain accurate recording of troubleshooting steps and document knowledgebase articles in the CRM.
• Communicate with client sales teams on new technical issues and explain resolutions.
• Utilize a variety of technical tools for troubleshooting for API, database, and data retrieval.
• Help the support team streamline process or develop new methods for issue tracking.
• Take initiative on assigned support requests and collaborate with engineers from multiple teams to problem solve.

Requirements:

• Bachelor's degree in computer science, information technology, or related field
• 3+ years of experience in technical support
• Strong technical background, with experience in troubleshooting and resolving technical issues
• Excellent communication skills, with the ability to communicate with technical and non-technical stakeholders
• Strong problem-solving skills, with the ability to think creatively and strategically
• Able to work in a fast-paced, dynamic environment
• Experience working with APIs and databases, with a strong understanding of how to utilize them to resolve technical issues
• Familiar with various programming languages and frameworks, such as Java, Python, and .NET
• Able to troubleshoot and resolve issues related to database connectivity, API integration, and data retrieval
• Experience working with cloud-based technologies, such as AWS or Azure, is a plus
• Experience within fintech is a plus
• Knowledge of security protocols and best practices for securing data and systems is highly desirable