Product Support Engineer Wealth Management Applications

On-Call: Rotational weekend/after-hours support, approximately once every 3 weeks

Candidate Requirements

• Local candidates only or candidates located within 100 miles of Chicago, IL.
• Genuine consultants only.
• Must have very strong verbal and written communication skills.
• LinkedIn profile required, and employment/location details should be consistent with the resume.
• Candidates must be comfortable working in a client-facing, mission-critical production support environment.
• 7+ years of relevant experience in application/product support and the required technical skill set.

Required Education

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent professional experience.

Required Technical Skills

• Java
• Spring Boot
• REST APIs
• Production application support and troubleshooting
• Strong experience troubleshooting application and coding issues
• Ability to analyze, modify, and troubleshoot application code and implement code fixes when required
• Experience supporting UI and middleware layers
• Strong experience with production incident management
• Experience with application monitoring, log analysis, debugging, and root-cause analysis
• Experience working with applications deployed on WebLogic, PCF, and/or Azure Cloud

Preferred Skills

• Azure Cloud experience is strongly preferred.
• Experience in banking, financial services, or wealth management is preferred but not mandatory.
• Candidates with strong Java/Spring Boot production support experience may be considered even without Azure experience.

Position Overview

We are seeking an experienced Product Support Engineer to provide day-to-day production support for a mission-critical, client-facing wealth management application.

The application environment includes WebLogic, PCF, and Azure Cloud. The engineer will be responsible for troubleshooting and resolving production issues, analyzing application logs, identifying root causes, troubleshooting coding issues, and making code changes or fixes when required.

The role will support the UI, middleware, and application layers and requires someone who can work effectively with Application Development, Operations, Managed Services, offshore teams, vendors, and business stakeholders.

The ideal candidate will have strong Java and Spring Boot development/support experience, excellent troubleshooting skills, and the ability to communicate clearly with technical and business stakeholders.

Key Responsibilities

• Provide day-to-day production support for assigned mission-critical applications.
• Troubleshoot and resolve High, Critical, and other production incidents.
• Monitor applications, analyze logs, perform debugging, and identify root causes.
• Troubleshoot Java/Spring Boot coding issues and make necessary code changes or fixes.
• Support the UI, middleware, and application layers.
• Lead efforts to improve application stability, reliability, and availability.
• Track and manage Incidents, Changes, and Problems for assigned applications.
• Provide timely and high-quality updates to stakeholders regarding incident status, including SLA risks and potential breaches.
• Work closely with Application Development teams to prioritize production issues, develop fixes, and coordinate releases.
• Participate in Agile development and production support activities.
• Identify opportunities to improve application stability and overall support service delivery.
• Develop strong application/domain knowledge and become a Subject Matter Expert (SME) for assigned applications.
• Participate in systems projects, including planning, implementation, status reporting, specifications, and production readiness activities.
• Ensure compliance with audit requirements, change control procedures, data security policies, and established production support processes.
• Coordinate with onsite and offshore Managed Services providers, vendors, and Client partners.
• Work with offshore teams and other support groups to raise tickets, investigate issues, perform root-cause analysis, and drive issues through resolution.
• Coordinate with vendors and support teams and follow up regularly until issues are fully resolved.
• Attend regular meetings with Project and Development teams to discuss production issues, prioritization, fixes, and releases.
• Support continuous improvement initiatives across the application support environment.

On-Call & Production Support

• Participate in a rotational on-call schedule, approximately once every 3 weeks.
• Must be available for weekend and after-hours support for High and Critical production issues.
• The application environment handles approximately 30–50 support tickets per week.
• Must be comfortable working in a high-volume, mission-critical production support environment.

Soft Skills & Communication

• Excellent verbal and written communication skills are mandatory.
• Strong ability to communicate technical issues clearly to both technical and non-technical stakeholders.
• Ability to provide accurate, timely, and professional updates during production incidents.
• Strong coordination skills when working with onsite, offshore, vendor, and managed services teams.
• Ability to work independently, prioritize multiple incidents, and remain calm under production pressure.
• Self-motivated and willing to develop deep application/domain expertise and become an SME.
• Strong ownership, accountability, problem-solving, and customer-service mindset.

Work Schedule

• Hybrid: Onsite 3 days per week, Tuesday–Thursday, in Chicago, IL.
• Core Hours: 8:00 AM – 5:00 PM.
• Additional availability required for rotational on-call, weekends, and after-hours High/Critical production incidents.

Business Environment

This role supports Client's Wealth Management business, including products, operations, partners, and clients. The consultant will work closely with Application Development and other technology teams to implement business solutions using Agile practices while maintaining the stability and reliability of production applications.

Interview Process

• Round 1: Technical interview with the technical team
• Round 2: Managerial interview with the hiring manager