Tier 2 Production Support Specialist

About the role

Tier 2 Production Support Specialist Advisors Asset Management (AAM) is seeking a Tier 2 Production Support Specialist to help support the day‑to‑day stability of business‑critical applications, trading workflows, data feeds, and reporting processes. The role involves triaging and resolving production issues, monitoring system health, analyzing data and application behavior, and collaborating with development and business teams to maintain operational reliability. The position supports AAM’s transition to AI‑enabled support operations using tools such as Microsoft Copilot and agent‑based workflows. This is a hands‑on production support role in a fast‑paced financial services environment where data accuracy, responsiveness, and system uptime directly impact business operations.

Location: Boerne, TX

Essential Responsibilities

• Production Support & Incident Resolution
  • Serve as the primary Tier 2 escalation point for production incidents and business‑critical system issues.
  • Troubleshoot and resolve issues across proprietary in‑house applications (both internal and client‑facing), trading and operational workflows, data feeds, integrations, batch processes, and downstream reporting.
  • Investigate incidents across application, database, and integration layers; own issues through resolution, including follow‑up, validation, and documentation.
• Monitoring, Reliability & Analysis
  • Monitor production systems for performance, availability, failed jobs, and data inconsistencies.
  • Analyze logs, SQL data, reports, and system behavior to identify root causes.
  • Escalate effectively when code changes or broader infrastructure support are required.
  • Help improve monitoring, alerting, and operational visibility across key systems.
• Business Support & Communication
  • Partner with users, analysts, and technical teams to understand issues and business impact.
  • Communicate clearly with stakeholders regarding issue status, risks, and resolution progress.
  • Support production releases, deployments, and after‑hours maintenance activity as needed.
• Documentation & Continuous Improvement
  • Maintain and improve support runbooks, troubleshooting guides, and knowledge‑base content.
  • Identify recurring issues and partner with engineering to reduce manual work and improve stability.
  • Contribute to process improvements that strengthen production support and operational readiness.
• AI‑Enabled Support Operations
  • Use tools such as Microsoft Copilot and other AI‑assisted workflows to improve troubleshooting, knowledge discovery, documentation, and support efficiency.
  • Identify opportunities to automate repetitive support tasks and improve response time.

Qualifications

• Takes ownership of issues and follows them through to resolution.
• Wants to understand how systems work end‑to‑end, not just apply quick fixes.
• Naturally curious, motivated to become the go‑to expert in supported systems.
• Learns quickly, asks strong questions, and investigates unfamiliar problems with confidence.
• Thrives in an environment where priorities shift and production issues require urgency and sound judgment.
• Familiarity with batch processing, scheduled jobs, data pipelines, reporting systems, production monitoring, and operational support workflows.
• Exposure to tools such as SSRS, Power BI, job schedulers, automation tools, support scripting, and AI assistants like Copilot.
• 3–6+ years of experience in production support, application support, or technical operations.
• Strong troubleshooting skills across SQL Server/relational databases, web‑based applications, APIs, integrations, and data flows.
• Experience supporting business‑critical systems in a fast‑paced environment.
• Strong analytical and problem‑solving skills with close attention to detail.
• Ability to communicate technical issues clearly to both technical and non‑technical audiences.
• Demonstrated ability to independently investigate issues and learn new systems quickly.
• Preferred: experience in financial services, trading, capital markets, or highly time‑sensitive business environments.
• Preferred: experience supporting proprietary or highly integrated enterprise applications.