Application Support Engineer

AQR•Greenwich, CT

1d•$110,000 - $140,000

About The Position

AQR Capital Management is seeking an Application Support Engineer to support the technical systems and processes behind its investment business. This individual contributor will help maintain a sophisticated technical process and user base, resolve production problems, and contribute to strategic projects that improve the organization. The role involves learning and supporting a cloud-deployed quantitative portfolio management and research system while working closely with business users and technical teams. The position is suited to someone passionate about technology and systems reliability who wants to grow into a systems reliability engineering role. The Application Support Engineer supports customers using AQR applications, communicates with users and stakeholders, diagnoses system and resource issues, and helps teams resolve complex problems. The role also contributes to support processes, documentation, root-cause analysis, and initiatives to improve system reliability. Participation in production support on-call rotations is required, and some rotations may occur outside regular business hours.

Requirements

Bachelor’s degree, preferably in Engineering or Computer Science, or equivalent experience.
At least two years of experience working with both business users and technical teams to support complex software systems in the financial industry.
Hands-on technical ability, including SQL and programming or debugging; Python is preferred.
Strong written and verbal technical communication skills.
Ability to work effectively independently and in a small team.
Passion for learning technology and using it to automate manual work and improve system reliability.
Ability to remain calm under pressure and demonstrate responsibility, maturity, and trustworthiness.

Nice To Haves

Python programming experience.
A Bachelor’s degree in Engineering or Computer Science.

Responsibilities

Develop and maintain in-depth knowledge of AQR application products to support customers.
Manage user expectations and help ensure satisfaction with AQR and its products.
Treat users professionally and respectfully, and act as their advocate with Project Management and Development.
Work with Quality Assurance to report bugs identified by customers.
Escalate unresolved issues appropriately to support customer satisfaction.
Maintain current knowledge of AQR support policies and procedures.
Participate in on-call production support rotations, some of which may be outside regular hours.
Identify missing production-support processes, update existing processes, and author new processes with development and business teams using support wikis.
Diagnose missing-input issues by analyzing stack traces and system logs, using a debugger, and finding problematic queries or web-service calls.
Diagnose resource issues, such as database outages or slowdowns, by learning the deployment architecture and alerting and monitoring tools.
Diagnose complex system issues and coordinate across teams to resolve them quickly.
Use log analysis, system performance analysis, stack-trace diagnosis, database analysis, problem reproduction, and software debugging to investigate technical issues.
Manage communication with stakeholders and across teams.
Contribute to systems and process documentation.
Understand and document problem root causes and collaborate across teams to deliver improvements.
Work on strategic projects to improve overall process and system reliability.