Technical Support Analyst, Professional Service

The Adaptiv Client Experience (CX) team serves as the primary point of contact for clients and is responsible for supporting business-critical production environments. The role combines technical troubleshooting, client relationship management, incident coordination, and operational support across hosted and managed service environments.

The successful candidate will work closely with clients, Product Support, Operations, Infrastructure, Development, and other internal teams to ensure the stability, performance, and ongoing support of client production systems.

Client & Service Management

• Act as the first point of contact for client issues and service requests
• Manage and maintain client relationships
• Serve as the primary support owner for assigned client production environments
• Provide L1 and L2 support for hosted and managed service clients
• Deliver business-hours support in line with contractual obligations
• Communicate effectively with clients and internal stakeholders
• Provide ongoing support to functional resources during client issue triage and technical investigations
• Serve as a technical escalation point for complex client issues
• Incident & Operational Support
• Manage incidents and technical investigations
• Coordinate Root Cause Analysis (RCA) activities and follow-up actions
• Manage escalations and stakeholder communication during incidents
• Monitor and support End-of-Day (EOD) and End-of-Month (EOM) processing activities
• Perform recovery activities following system or batch failures
• Coordinate change management and release activities
• Support environment maintenance and operational readiness activities
• Contribute to SLA reporting and service governance activities
• Coordinate technical support queue management and resolution tracking
• Collaborate with Product Operations teams to investigate monitoring and operational issues
• Report software defects, reliability issues, and maintenance concerns to Product Support and Development teams
• Cross-Team Coordination
• Coordinate activities across Product Support, Operations, Infrastructure, Development, and client teams
• Ensure timely communication, issue ownership, and resolution tracking
• Support DR testing, maintenance events, and client onboarding/handover activities
• Liaise with functional support teams to address critical client support items
• Work independently on smaller CX initiatives and support project execution activities
• Working Pattern
• Participation in regular weekend on-call support coverage
• Willingness to occasionally participate in out-of-hours support rotations when required
• Support for planned maintenance, critical incidents, and client-specific operational activities
• Hybrid working arrangement, with some work-from-home days available in line with business needs and company policy

• 3+ years of experience in enterprise application support, production support, technical operations, or financial software support.
• Strong troubleshooting, analytical, and problem-solving skills
• Experience supporting Windows-based environments
• Working knowledge of SQL and relational databases
• Working understanding of database backup and recovery principles, including backup validation, retention, and restoration procedures
• Experience handling production incidents and client escalations
• Excellent written and verbal communication skills in English
• Ability to coordinate activities across multiple technical teams
• Ability to work independently while managing multiple priorities
• Willingness to participate in occasional weekend and out-of-hours support coverage
• Experience supporting web-based enterprise applications
• Ability to work effectively within globally distributed and remote teams
  

Preferred Skills & Experience

• 5+ years of relevant industry experience
• Financial services or banking industry experience
• Exposure to Adaptiv, ACR, CRM, Market Risk, or Credit Risk platforms
• Experience supporting hosted, SaaS, or managed service environments
• Experience with disaster recovery (DR) testing, batch processing, and SLA reporting
• Strong SQL skills, including: T-SQL, Query performance analysis, SQL Agent Jobs, Complex SQL query writing (joins, aggregations, functions)
  Debugging stored procedures, views, and database functions, Microsoft SQL Server Management Studio (SSMS)
• ETL experience
• Understanding of XML and JSON data formats
• Capital Markets / Credit Risk domain knowledge
  

Nice to Have - Experience with one or more of the following technologies:

Platforms & Infrastructure

• Redis databases
• Message queuing technologies
• COM services
• IIS administration and troubleshooting

Development & Automation

• PowerShell
• Python
• C#
• .NET Framework
• ASP.NET Web Forms
• ASP.NET MVC
• Web Services
• JavaScript
• Visual Studio debugging
• Source Control & DevOps
• Perforce
• GitHub
  

Ideal Candidate Profile

A technically strong support professional who is comfortable working directly with clients, troubleshooting complex production issues, coordinating across multiple teams, and supporting critical financial systems in a fast-paced production environment.