Job Description Summary

Job Description

Essential Duties and Responsibilities:

• Act as the escalation point for unresolved application issues from first-level support.

• Partner collaboratively with software development teams to triage, analyze, and resolve issues, contributing to both the resolution process and post-issue remediation.

• Conduct in-depth technical research and advanced diagnostics using logs, internal applications, debugging tools, and knowledge bases.

• Reproduce reported issues in test environments, testing functionality and identifying workarounds or interim solutions where applicable.

• Document all investigative steps, technical findings, and permanent solutions in the ticketing and knowledge base systems.

• Participate in incident reviews and retrospectives, offering technical insight and recommendations.

• Create and maintain knowledge base articles to support internal teams and end-users.

Skills

• Understanding of Software Development Lifecycle and Agile methodologies including Agile Scrum.

• Intermediate SQL skills, with the ability to read and write queries and DML scripts.

• Experience with tools such as Splunk and Dynatrace for searching and filtering logs for specific transactions and errors.

• Excellent problem-solving and troubleshooting skills with the ability to diagnose complex technical issues.

• Strong written and verbal communication skills.

• Ability to work collaboratively and independently, managing multiple issues according to priority.

• Familiarity with incident management and change control processes in regulated environments.

Education

• Bachelor’s: Computer Science, Information Technology, or related degree or equivalent combination of education, training, and experience.

Work Experience:

• Minimum of 3 years of experience in a technical and application support environment.

• Experience working in a software engineering environment is preferred.

• Entry or junior level software engineering experience or training is highly valued for this position.

Certifications:

• None required.

Travel:

• Not required.

Education

Work Experience

Certifications

Travel

Workstyle

The total compensation for this position includes base salary or wages, and may include components such as additional compensation (cash or equity), discretionary bonuses, or commissions. This position is eligible for a benefits package that may include medical, dental, and vision; life insurance; critical illness insurance and accident insurance; disability benefits; retirement savings; paid time off (including vacation, holidays, and sick leave); and parental leave.  Eligibility for benefits and specific offerings may vary based on position and employment status. To view more details of the benefits offered, visit Myrjbenefits.com.

At Raymond James our associates use five guiding behaviors (Develop, Collaborate, Decide, Deliver, Improve) to deliver on the firm's core values of client-first, integrity, independence and a conservative, long-term view. 

We expect our associates at all levels to:
•  Grow professionally and inspire others to do the same
•  Work with and through others to achieve desired outcomes
•  Make prompt, pragmatic choices and act with the client in mind
•  Take ownership and hold themselves and others accountable for delivering results that matter
•  Contribute to the continuous evolution of the firm

At Raymond James – as part of our people-first culture, we honor, value, and respect the uniqueness, experiences, and backgrounds of all of our Associates.  When associates bring their best authentic selves, our organization, clients, and communities thrive. The Company is an equal opportunity employer and makes all employment decisions on the basis of merit and business needs.