Production Support Engineer, Greenwich, AQR Capital Management
AQR is a global investment firm built at the intersection of financial theory and practical application. We strive to deliver concrete, long-term results by looking past market noise to identify and isolate the factors that matter most, and by developing ideas that stand up to rigorous testing. By putting theory into practice, we have become a leader in alternative strategies and an innovator in traditional portfolio management since 1998.
At AQR, our employees share a common spirit of academic excellence, intellectual honesty and an unwavering commitment to seeking the truth. We’re determined to know what makes financial markets tick – and we’ll ask every question and challenge every assumption. We recognize and respect the power of collaboration, and believe transparency and openness to new ideas leads to innovation.
We are seeking an Application Support Analyst who will work as a part of a dynamic team in a rapidly growing company. While the role is truly one of individual contributor, a high degree of interaction and teamwork are required to be effective in the role. The Application Support Analyst is responsible for ensuring a high level of customer satisfaction with various applications used by the firm. Some of the primary applications are trading systems, PnL systems, Risk systems, Research and Accounting systems.
The Application Support Analyst is responsible for providing technical support to end users, answering complex questions on function and usage of systems. The Application Support Analyst is also responsible for possessing thorough knowledge of the Application and improving the current software releases. You will:
Develop and maintain in-depth knowledge of AQR’s Applications products in order to support customers
Manage users expectations to ensure satisfaction with AQR and our products
Ensure that every user is treated professionally and with respect
Act as a user advocate to Project Management and Development
Log, research, and accurately resolve complex customer inquiries and problems in a timely manner
Effectively interact with Quality Assurance to report bugs identified by customers
Ensure proper escalation occurs for unresolved issues to ensure the customer remains satisfied
Gain and maintain current knowledge of AQRs Support Policies and Procedures
Contribute to the advancement of Team AQRs goals
Rotating on-call responsibilities
Identify/update missing prod-support processes and author new processes with the assistance of dev/business-teams using a support wikis.
Diagnose missing-inputs issues. This may require analyzing stack-traces, system-logs, stepping through code in a debugger etc. to find the offending query/web-service call.
Diagnose resource issues (e.g., database down/slow, etc.). This would require learning our deployment architecture, alerting/monitoring tools, etc.
What You’ll Bring
A minimum of a bachelor’s degree (Informatics & Computing or software engineering related preferred)
Minimum two years of experience in directly supporting software applications in the Financial Industry
Strong troubleshooting capability
External customer facing experience in a software support environment
Ability to work effectively both independently and in a small team environment
Experience with client server or web-based applications preferred
Knowledge of Python, Java, SQL, preferred
Staggering support shifts
Maturity, credibility, and clarity both in verbal and in written communication.
AQR mandates that U.S. employees are vaccinated against COVID-19 as a condition of employment, subject to reasonable accommodation as required by law.
AQR is an Equal Opportunity Employer. EEO/VET/DISABILITY
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