Application Support Engineer

About the role

You will develop and maintain in-depth knowledge of AQR's Applications products to support customers and ensure their satisfaction. You will act as a user advocate to Project Management and Development, translating business needs into technical clarity. You will manage users' expectations to ensure a consistently positive experience with AQR and its products. You will effectively interact with Quality Assurance to report and track bugs identified by customers in production. You will ensure proper escalation occurs for unresolved issues to protect customer satisfaction and trust. You will gain and maintain current knowledge of AQR's Support Policies and Procedures to deliver accurate guidance. You will participate in on-call production support rotations, including shifts that occur off hours, to address urgent issues. You will identify and update missing prod-support processes, authoring new procedures in support wikis with assistance from dev and business teams.

Key facts

What you'll do

• Develop and maintain deep expertise in AQR's Applications products to resolve customer inquiries efficiently.
• Act as a primary user advocate, communicating feedback and requirements to Project Management and Development teams.
• Manage and align user expectations to ensure satisfaction with AQR and its evolving product suite.
• Interact professionally with Quality Assurance teams to report, track, and verify bugs reported by customers.
• Ensure timely and appropriate escalation of unresolved issues to maintain high service standards.
• Maintain current awareness of AQR Support Policies and Procedures to provide accurate and consistent support.
• Participate in on-call production support rotations, including evenings, nights, and weekends as needed.
• Identify gaps in production support processes and author new documentation in support wikis with dev and business teams.
• Diagnose missing-inputs issues by analyzing stack-traces, system logs, and stepping through code in a debugger.
• Diagnose resource issues such as database slowness or outages using deployment architecture and monitoring tools.
• Diagnose complex system issues by collaborating across teams to implement rapid and effective solutions.
• Reason through technical problems using log analysis, systems performance analysis, and database investigation.
• Reproduce issues in controlled environments to isolate root causes and validate fixes before deployment.
• Manage communication with both internal and external stakeholders across multiple teams and time zones.
• Contribute to systems and process documentation to create a durable knowledge base for support and engineering.
• Understand and document root causes of problems, working with cross-functional teams to drive lasting improvements.
• Work on strategic initiatives aimed at improving system reliability, observability, and support workflows.

Requirements

• Hold a Bachelor's Degree in Engineering or Computer Science, or possess equivalent professional experience.
• Bring two years of experience supporting complex software systems in the financial industry.
• Demonstrate hands-on technical abilities, including strong SQL skills and programming or debugging experience.
• Show a preference for Python as a primary programming or scripting language.
• Exhibit robust technical communications skills, both in written and verbal formats.
• Prove the ability to work effectively both independently and within a small, cross-functional team.
• Display a passion for learning new technologies and applying them to automate manual tasks.
• Maintain composure under pressure, acting responsibly, maturely, and with high levels of trustworthiness.
• Commit to adhering strictly to AQR's established support policies and procedures at all times.
• Willingness to participate in production support rotations outside standard business hours as required.
• Capability to analyze technical artifacts such as stack traces, logs, and system metrics to isolate failure points.
• Experience working with deployment architectures, monitoring systems, and alerting platforms common in cloud environments.
• Readiness to collaborate with development, QA, and business stakeholders to resolve issues end to end.
• Demonstrated ability to document processes, root causes, and resolutions clearly and concisely.
• Comfort engaging with users at all levels of an organization to understand needs and manage expectations.
• Strong sense of ownership for the end-to-end support process and for driving issues to resolution.
• Willingness to contribute to strategic projects that enhance system reliability, process efficiency, and user experience.

Nice to have

None specified.

Practical notes

This role operates on a standard full-time schedule. Travel is not expected as part of the normal duties. Employment is subject to eligibility for U.S. employment in the role of Application Support Engineer in Greenwich, Connecticut. Candidates must meet all stated requirements without exception.