Application Production Support

About the role

At Schwab, you’re empowered to make an impact on your career. Here, innovative thought meets creative problem solving, helping us challenge the status quo and transform the finance industry together. Schwab Technology Services enables the future of how clients manage their money by providing innovative and reliable technology products and services as part of our ongoing commitment to democratize access to investing and financial planning.

Wealth and Asset Management (WAM) Engineering is an organization within Schwab Technology Services aligned to support the technology needs of Schwab Asset Management (SAM), Wealth & Advice Solutions (WAS), the Schwab Center for Financial Research (SCFR), and Third-Party Platform teams. WAM Engineering Technology Operations, an organization within WAM Engineering, provides Technology Operations support to WAS, which is a growth area for Schwab.

You will play a critical role in supporting Schwab Wealth Advisory, focused on high-net-worth and ultra-high-net-worth retail investors. Supported business functions span Schwab’s Wealth and Investment Solutions, including Schwab Wealth Advisory. You will work with a team of talented and highly motivated technologists striving to ensure applications and processes complement Schwab’s WAS business, benefiting clients through high-availability Service Level Agreements for our applications.

In this newly created role, you will support the future growth of the WAS business. As a Support Engineer in Technology Operations, you will provide expert operational support with an emphasis on automation and improved customer experience for 900+ advisors. The goal is to ensure our business partners have reliable systems to drive business growth. If you are looking to own and refine production operations best practices and tools for observability, maintenance, and incident management, this could be the role for you.

Responsibilities

• Provide expert operational support with a focus on automation and improved customer experience for 900+ advisors.
• Ensure reliable systems to drive business growth for Schwab Wealth Advisory.
• Own and refine production operations best practices and tools for observability, maintenance, and incident management.
• Support incident management, problem management, and change management processes.
• Measure, track, and improve SLOs/SLAs/KPIs.

Requirements

• 3-5 years of experience in application production support, IT support, or a related technical role.
• Strong troubleshooting skills across applications, desktop environments, and end-user issues.
• Understanding of incident management, problem management, and change management processes.
• Strong communication skills, both written and verbal, with the ability to support both technical and non-technical users.
• 1-3 years of experience in measuring, tracking, and improving SLO/SLA’s/KPI’s.
• 1-3 years of experience with Splunk, Datadog, Grafana Cloud, OTEL, or similar tools.
• 1-3 years of experience with a systems programming language, such as Python, PowerShell, C#, JavaScript, and shell scripting.
• 1-3 years of experience with GitHub, Bamboo, or Bitbucket.
• ITIL v. 4 experience.
• Experience with Enterprise Systems, including but not limited to: Event and Incident Management, Release and Enterprise Change Management.

Benefits

• 401(k) with company match and Employee Stock Purchase Plan.
• Paid time for vacation, volunteering, and a 28-day sabbatical after every 5 years of service for eligible positions.
• Paid parental leave and family-building benefits.
• Tuition reimbursement.
• Health, dental, and vision insurance.

Pay

In addition to the salary range, this role is also eligible for bonus or incentive opportunities.

Schedule

Hybrid work and flexibility approach balancing workplace flexibility, serving clients, and in-person collaboration.