Tier 2 Production Support Specialist

Essential Responsibilities

• Serve as the primary Tier 2 escalation point for production incidents and business-critical system issues
• Troubleshoot and resolve issues across: Proprietary in-house built applications, both internal and client facing, Trading and operational workflows, Data feeds, integrations, and batch processes, Reporting and downstream data issues
• Investigate incidents across the application, database, and integration layers
• Own issues through resolution, including follow-up, validation, and documentation
• 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
• Use tools such as Microsoft Copilot and other AI-assisted workflows to improve troubleshooting, knowledge discovery, documentation, and support efficiency
• Help 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 and motivated to become the go-to expert in the systems they support
• Learns quickly, asks strong questions, and investigates unfamiliar problems with confidence
• Thrives in an environment where priorities can shift and production issues require urgency and sound judgment
• Driven, curious, and eager to learn
• Familiarity with: Batch processing and scheduled jobs, Data pipelines and reporting systems, Production monitoring and operational support workflows, Exposed to tools such as: SSRS, Power BI, or reporting platforms, Job schedulers, automation tools, or support scripting, AI tools such as Copilot or other assistant-based support workflows

Education and/or Experience

• 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