InvestorFlow - Principal Product Support & TechOps Engineer

• Product Support (Primary) • Serve as a senior product support resource, assisting clients by diagnosing, troubleshooting, and resolving complex technical issues. • Own support cases end-to-end, including investigation, communication, resolution, and follow-up. • Troubleshoot issues across application behavior, data, integrations, and system usage. • Clearly communicate findings, progress, and resolutions to clients and internal stakeholders. • Document support cases, root causes, and resolutions in a structured and consistent manner. • Contribute to internal knowledge bases and troubleshooting guides to reduce recurring issues. • Proactive Monitoring & Operational Awareness (Secondary) • Proactively monitor system health and availability using established monitoring and alerting tools. • Respond to system alerts and anomalies in coordination with TechOps. • Support and validate infrastructure changes (e.g., maintenance windows, releases, configuration updates) to ensure they do not negatively impact clients. • Participate in incident response and post-incident review activities as needed. • Collaboration & Continuous Improvement • Partner with Engineering, Product, and TechOps to resolve issues and improve product stability. • Perform root cause analysis and recommend preventative measures to reduce support volume. • Participate in incident, change, and problem management processes. • Identify opportunities to improve support workflows and platform reliability. • Excellent written and verbal English communication skills. • Extensive experience in hands-on product support, with the ability to independently resolve complex technical issues. • Strong experience supporting .NET applications hosted on Microsoft Azure in a production environment. • Advanced SQL skills for data analysis, troubleshooting, and investigation. • Proven ability to work directly with clients and manage complex support cases. • Strong analytical, troubleshooting, and problem-solving skills. • Experience reviewing logs, system metrics, and error messages to diagnose issues. • Working knowledge of Windows Server and IIS as they relate to application support. • Familiarity with system monitoring and alerting tools in a production environment. • Strong documentation discipline and attention to detail. • Ability to collaborate effectively with Support, Engineering, and TechOps teams. • Experience supporting platforms in alternative assets, financial services, or other regulated industries • Familiarity with Azure monitoring and logging tools • Exposure to infrastructure change management or release validation • Knowledge of scripting or automation for troubleshooting (e.g. PowerShell)