Tier 3 Production Support Lead

Tier3 Support / financial services industry / st. pete

This Jobot Job is hosted by: Katrina McFillin
Are you a fit? Easy Apply now by clicking the "Quick Apply" button and sending us your resume.
Salary: $130,000 - $155,000 per year

A bit about us:

We’re a growing financial services and technology firm helping independent financial advisors build thriving businesses and deliver personalized wealth management services. Our platform brings together technology, data, and operational support so advisors can focus on their clients. We value initiative, adaptability, and people who take pride in solving meaningful problems.

Why join us?

Make a direct impact on the technology advisors rely on to serve their clients.

Own complex technical investigations across applications, services, and data—not just one piece of the system.

Collaborate with engineering, product, and QA teams to turn recurring issues into lasting improvements.

Join an evolving organization that values curiosity, ownership, and a willingness to grow.

Base + Bonus + 401(K) Match + HSA + Unlimited PTO + Premium health, dental, and vision insurance, and paid paternity leave

Job Details

You’ll serve as a senior, hands-on troubleshooter for escalated production issues across our desktop applications and proprietary technology. This role centers on investigation: identifying root causes, finding practical workarounds, and giving engineering teams a clear, well-documented path to a permanent fix.

What you’ll do:

Own Tier 3 issues escalated from frontline support, managing investigations through diagnosis and engineering handoff.

Analyze application and infrastructure logs, trace requests across distributed systems, and use read-only SQL queries to validate findings.

Monitor production alerts and respond proactively to emerging issues.

Identify workarounds that minimize disruption while permanent solutions are developed.

Partner with support leadership, product, and engineering to prioritize the issue backlog and communicate progress.

Build troubleshooting playbooks and work with QA to strengthen regression coverage for diagnosed issues.

What you’ll bring:

At least 3 years of experience supporting or engineering production systems, including fintech applications used for portfolio management, trading, or client management.

An understanding of how financial advisor technology connects across application, service, and data layers.

Working SQL proficiency and experience investigating logs and distributed systems.

A disciplined troubleshooting approach: you distinguish symptoms from causes and test assumptions before escalating.

Clear, thoughtful communication and the ability to prioritize effectively under service-level deadlines.

A proactive, collaborative mindset and comfort adapting as systems and business needs evolve.

Helpful, but not required:

Familiarity with Azure DevOps, Zendesk, or AI-assisted support and triage tools.

Interested in hearing more? Easy Apply now by clicking the "Quick Apply" button.

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