Principal Applications Support, AVP

State Street•Burlington, MA

4d•$90,000 - $157,500

About The Position

Tech Support: Respond to requests for technical assistance via Teams, Email. There may be minimal travel involved. Diagnose software issues and recommend the appropriate solution. Analyze problems, answer questions, and provide training as needed. Work closely with engineering/QA teams. Identify and test workarounds for deficiencies in the software. Research issues with third party software. Follow standard set of procedures and methods when responding to customer requests or inquiries. Contribute to the continuous enhancement and improvement of support processes and methods. Successfully handle “sensitive” issue related situations that affect the perception of how CRD resolves customer problems. Conduct research on questions and issues using available information resources and other product specialists. Manage special projects as needed. Keep detailed log of all customer interactions and prepare resolution reports for issues reported by the customer. Complete any other tasks as assigned. String eagerness in learning new skills, technology. ASE level work: Deliver escalation services for the most complex/problematic CRIMS technical, functional, and operational issues. Provide deep CRIMS, domain and/or infrastructure experience coupled with advanced diagnostic and troubleshooting abilities. Handle the most “sensitive” issues related situations that affect the perception of how CRD resolves customer problems. Management level thinking, demonstrate perceptive skills of situations, can see the larger picture of issues. Meet with CRD Product Engineering to provide feedback on significant operational and support issues and prioritize NFRs into Product/Eng. Act as the entry point for new product introduction to the SaaS infrastructure and provide feedback to possible deployment and operational issues. Package issues, work to date and associated information for efficient escalation to Engineering, Product Management, or both. Put together an Environment sizing and configuration document to use as guideline to perform Environment reviews for all customers migrating to Azure either from RAX or ON-Prem. Heavy involvement during the Application monitoring tool assessment process and the current Observability efforts.

Requirements

Experience with one or more structured programming languages
Experience with development tools
Strong hands-on SQL experience, and the fundamentals of relational database theory
Demonstrate history of solving complex technical problems and keen eye for details and strong analytical mindset
String eagerness in learning new skills, technology
Management level thinking, demonstrate perceptive skills of situations, can see the larger picture of issues

Nice To Haves

Understanding of the Trading Life Cycle is a plus and System Development Life Cycle

Responsibilities

Respond to requests for technical assistance via Teams, Email
Diagnose software issues and recommend the appropriate solution
Analyze problems, answer questions, and provide training as needed
Work closely with engineering/QA teams
Identify and test workarounds for deficiencies in the software
Research issues with third party software
Follow standard set of procedures and methods when responding to customer requests or inquiries
Contribute to the continuous enhancement and improvement of support processes and methods
Successfully handle “sensitive” issue related situations that affect the perception of how CRD resolves customer problems
Conduct research on questions and issues using available information resources and other product specialists
Manage special projects as needed
Keep detailed log of all customer interactions and prepare resolution reports for issues reported by the customer
Complete any other tasks as assigned
Deliver escalation services for the most complex/problematic CRIMS technical, functional, and operational issues
Provide deep CRIMS, domain and/or infrastructure experience coupled with advanced diagnostic and troubleshooting abilities
Handle the most “sensitive” issues related situations that affect the perception of how CRD resolves customer problems
Meet with CRD Product Engineering to provide feedback on significant operational and support issues and prioritize NFRs into Product/Eng
Act as the entry point for new product introduction to the SaaS infrastructure and provide feedback to possible deployment and operational issues
Package issues, work to date and associated information for efficient escalation to Engineering, Product Management, or both
Put together an Environment sizing and configuration document to use as guideline to perform Environment reviews for all customers migrating to Azure either from RAX or ON-Prem
Heavy involvement during the Application monitoring tool assessment process and the current Observability efforts

Benefits

retirement savings plan (401K) with company match
insurance coverage including basic life, medical, dental, vision, long-term disability, and other optional additional coverages
paid-time off including vacation, sick leave, short term disability, and family care responsibilities
access to our Employee Assistance Program
incentive compensation including eligibility for annual performance-based awards (excluding certain sales roles subject to sales incentive plans)
eligibility for certain tax advantaged savings plans

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