Production Support Engineer

Description The Desktop/Prop Tech Production Support Specialist is one of the core investigators on the Production Support team, taking escalated Tier 3 tickets tied to our desktop and proprietary technology stack and driving them to root cause. This is a senior, hands-on role: you need broad knowledge of how our systems fit together, not just one microservice, since Tier 3 issues on this pillar are frequently cross-cutting.

You'll be the most experienced troubleshooter on point for desktop/prop tech issues, comfortable reading logs, tracing distributed systems, and querying production databases (read-only) to reproduce and diagnose problems before handing a clear fix path to engineering.

Key Responsibilities

Take ownership of Tier 3 tickets escalated from Tier 1/2 support related to desktop applications and proprietary technology. Perform root cause analysis across distributed systems, reading logs and tracing requests to isolate the source of an issue. Query production databases (read-only) to validate hypotheses and reproduce reported issues.

Monitor production alerts for the Desktop/Prop Tech pillar and respond proactively before issues escalate. Determine workarounds for affected users while a permanent fix is developed. Develop clear requirements for post-diagnosis solutioning and hand off to the Bug Fix/Maintenance Engineer with a well-documented root cause.

Log and help prioritize the Tier 3 backlog for this pillar in partnership with the Production Support Manager/Lead, Product, and Dev teams. Contribute to and maintain playbooks/workbooks covering common and recurring desktop/prop tech issues. Partner with QA/Release Validation on regression coverage for issues you've diagnosed.

Requirements

3+ years supporting or engineering production systems, with direct exposure to Fintech applications used for Portfolio Management, Trading, or Client Management. Broad, cross-system knowledge of a Prototypical Financial Advisor’s technology stack — comfortable moving between application, service, and data layers. Working proficiency in SQL for read-only production database investigation.

Experience reading application/infrastructure logs and tracing issues through distributed systems. Strong root-cause methodology: can distinguish symptom from cause and validate a hypothesis before escalating. Clear written communication for ticket documentation, playbooks, and stakeholder updates. Comfortable operating under SLA pressure and prioritizing a live Tier 3 backlog.

Nice to Have

Experience with the Dynasty Technology stack and/or Dynasty Desktop and Data. Familiarity with Azure DevOps (ADO) for logging bug work items. Prior experience with AI-assisted triage or support tooling. Exposure to service desk platforms such as Zendesk.