firstPRO is now accepting resumes for a Senior Application Support Engineer role in Somerville, MA. This is a direct hire role and onsite 1-2 days per week.
The Senior Application Support Engineer position supports customer-facing operations by responding to operational and business issues.
In addition to technical responsibilities, this role includes leading a small team, ensuring operational excellence, and driving continuous improvements.
Specific Duties :
- Lead and mentor a small team of Application Support Engineers, providing guidance, training, and performance management.
- Manage the team's daily operations, ensuring timely and accurate resolution of customer issues in alignment with company SLAs.
- Collaborate with other departments (e.g., CSM, Sales, Billing, Development, IT, etc) to drive the resolution of complex client issues and improve product offerings.
- Conduct regular team meetings to review progress, address challenges, and ensure alignment with organizational goals.
- Act as a point of escalation for critical issues, providing strategic input and directing the team on best practices for issue resolution.
Technical Duties :
- Provide customer support in accordance with company SLAs via email, phone, or live chat.
- Act as a technical first responder. Triage technical issues across multiple infrastructure levels (network, OS, application).
Prioritize and escalate issues according to the severity and details of each case.
Analyze logs, FIX messages, and other primary sources to determine the root cause of trading and quoting issues.
Required Skills :
- Desire and ability to learn new skills and tools, and enthusiastically take on new opportunities and tough challenges.
- High proficiency level (power user) with Microsoft Windows OS.
- 5+ yr experience supporting clients in the financial services industry.
- Understanding of FIX protocol.
- Basic knowledge of TCP / IP and Networking.
- Basic knowledge of SQL (PGSQL, MYSQL).
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