Overview The Product Support Engineer is responsible for maintaining the stability, reliability, and performance of production applications. This role focuses on incident resolution, system monitoring, troubleshooting, and supporting application releases and continuous improvement.
Responsibilities
Monitor, troubleshoot, and resolve production incidents to ensure system availability and performance.
Manage incident, problem, and change processes following ITIL best practices.
Collaborate with development, infrastructure, and business teams to resolve technical issues.
Support on-call and shift rotations, including coordination with global teams across time zones.
Lead or participate in major incident calls, root cause analysis, and post-incident reviews.
Support CI/CD deployments, automation, and internal technical initiatives.
Document procedures, incident resolutions, and knowledge articles.
Required Qualifications
5–8 years of experience in production or application support.
Strong experience with Incident, Problem, and Change Management.
Experience with GENEOS, Control-M, or similar monitoring and scheduling tools.
Strong SQL skills with Microsoft SQL Server, Oracle, or similar databases.
Experience with Windows Server, WebSphere, IIS, and MQ.
Working knowledge of Python, Git, JIRA, and cloud technologies such as AWS or GCP.
Strong communication and troubleshooting skills.
Ability to work under pressure and support time-sensitive production issues.
Preferred Qualifications
ITIL certification.
3 years of experience in investment banking or financial services.
Experience with CI/CD platforms and automation.
Numbers & Facts
Location
Toronto, ON
Skills
Amazon Web Services (AWS)unmatched
Atlassian JIRAunmatched
Automationunmatched
Banking Servicesunmatched
Best Practicesunmatched
Change Managementunmatched
Cloud Computingunmatched
Communication Skillsunmatched
Continuous Deployment/Deliveryunmatched
Continuous Integrationunmatched
Financial Servicesunmatched
GCP (Good Clinical Practices)unmatched
Gitunmatched
IBM WebSphere Application Serverunmatched
ITIL (IT Infrastructure Library)unmatched
Identify Issuesunmatched
Incident Managementunmatched
Investment Servicesunmatched
Messaging Middlewareunmatched
Microsoft IIS Web Server (Internet Information Services)unmatched
Microsoft SQL Serverunmatched
Microsoft Windows Serverunmatched
On Callunmatched
Oracle Databaseunmatched
Problem Solving Skillsunmatched
Product Engineeringunmatched
Product Supportunmatched
Production Supportunmatched
Python Programming/Scripting Languageunmatched
Root Cause Analysisunmatched
SQL (Structured Query Language)unmatched
Software Administrationunmatched
Technical Supportunmatched
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