Senior Application Support Engineer

firstPRO is now accepting resumes for a Senior Application Support Engineer role in Somerville, MA. This is a direct hire role and onsite 1-2 days per week. The Senior Application Support Engineer position supports customer-facing operations by responding to operational and business issues. In addition to technical responsibilities, this role includes leading a small team, ensuring operational excellence, and driving continuous improvements.

Specific Duties:

• Lead and mentor a small team of Application Support Engineers, providing guidance, training, and performance management.
• Manage the team's daily operations, ensuring timely and accurate resolution of customer issues in alignment with company SLAs.
• Collaborate with other departments (e.g., CSM, Sales, Billing, Development, IT, etc) to drive the resolution of complex client issues and improve product offerings.
• Conduct regular team meetings to review progress, address challenges, and ensure alignment with organizational goals.
• Act as a point of escalation for critical issues, providing strategic input and directing the team on best practices for issue resolution.

Technical Duties:

• Provide customer support in accordance with company SLAs via email, phone, or live chat.
• Act as a technical first responder. Triage technical issues across multiple infrastructure levels (network, OS, application). Prioritize and escalate issues according to the severity and details of each case.
• Analyze logs, FIX messages, and other primary sources to determine the root cause of trading and quoting issues.

Required Skills:

• Desire and ability to learn new skills and tools, and enthusiastically take on new opportunities and tough challenges.
• High proficiency level (power user) with Microsoft Windows OS.
• 5+ yr experience supporting clients in the financial services industry.
• Understanding of FIX protocol.
• Basic knowledge of TCP/IP and Networking.
• Basic knowledge of SQL (PGSQL, MYSQL).