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.

- 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.