Support Engineer Jobs in Massachusetts

INTRODUCTION

Are you ready to make an impact at DTCC? Do you want to work on innovative projects, collaborate with a dynamic and supportive team, and receive investment in your professional development? At DTCC, we are at the forefront of innovation in the financial markets. We are committed to helping our employees grow and succeed. We believe that you have the skills and drive to make a real impact. We foster a thriving internal community and are committed to creating a workplace that looks like the world that we serve. The Information Technology group delivers secure, reliable technology solutions that enable DTCC to be the trusted infrastructure of the global capital markets. The team delivers high-quality information through activities that include development of essential, building infrastructure capabilities to meet client needs and implementing data standards and governance.

Pay And Benefits

- Competitive compensation, including base pay and annual incentive
- Comprehensive health and life insurance and well-being benefits, based on location
- Pension / Retirement benefits
- Paid Time Off and Personal/Family Care, and other leaves of absence when needed to support your physical, financial, and emotional well-being.
- DTCC offers a flexible/hybrid model of 3 days onsite and 2 days remote (onsite Tuesdays, Wednesdays and a third day unique to each team or employee).

The Impact You Will Have In This Role

Being a member of IT CSS WRAFT Delivery team, in this role, you will help ensure the stability, resiliency, and continuous improvement of business-critical applications supporting DTCC’s global financial market infrastructure. Leveraging deep production support expertise across AWS, PostgreSQL, Snowflake, IBM MQ, Linux, and related technologies, you will lead complex incident resolution, strengthen operational controls and disaster recovery readiness, and automate monitoring and support activities. Your work will reduce service disruption, mitigate operational risk, and enable secure, reliable, and modernized platforms for DTCC’s clients and business partners.

Your Primary Responsibilities

- Verify analysis performed by team members and implement changes required to prevent reoccurrence of incidents
- Resolve Critical application alerts in a timely fashion including production defects, providing business impact and analysis to teams, handling minor enhancements as needed
- Review and update knowledge articles and runbooks with application development teams to confirm information is up to date
- Collaborate with internal teams to provide answers to application issues and escalate to as needed
- Validate and submit responses to requests for information from ongoing audits
- Review and Execute Disaster Recovery scripts during planned and unplanned outages, providing BCM evidence as needed
- Identify and implement automation opportunities to reduce manual effort associated with application monitoring
- Partner with development teams to provide input into the design and development stages of applications
- Execute the pre-production/production application code deployment plans and end to end vendor application upgrade process (e.g. SNOW, SF, etc)
- Aligns risk and control processes into day to day responsibilities to monitor and mitigate risk; escalates appropriately

NOTE: The Primary Responsibilities of this role are not limited to the details above.

Qualifications

- Minimum of 6+ years of experience in Application Support, Production Support, Site Reliability Engineering (SRE), or related roles
- Bachelor's degree and/or equivalent practical experience
- Strong experience supporting a 24x7 production environment
- Excellent analytical, troubleshooting, and problem-solving skills with the ability to lead complex incident investigations

Talents Needed For Success

- Amazon Web Services (AWS) experience REQUIRED, including:
- ECS
- EC2
- RDS PostgreSQL
- AWS Glue
- Kinesis
- S3
- CloudWatch Monitoring
- IAM Security and Access Controls
- Lambda (preferred)
- Strong PostgreSQL administration and SQL experience
- SQL query development and performance troubleshooting
- Command-line database support
- Monitoring and diagnostics
- Experience supporting Snowflake data platforms
- Experience with IBM MQ- Queue Manager administration
- Channel troubleshooting
- Message flow analysis
- Experience with Autosys scheduling and batch operations
- Linux/Unix administration and command-line experience
- Experience troubleshooting file transfer solutions (SFTP, Managed File Transfer platforms)
- Understanding of application integrations, APIs, middleware, and messaging platforms
- Experience with log analysis and monitoring tools
- Knowledge of networking fundamentals including DNS, TCP/IP, firewalls, and load balancing

Automation & AI

- Strong willingness and aptitude to quickly adopt new technologies, including:
- Generative AI tools
- Microsoft Copilot
- AI-assisted troubleshooting solutions
- Experience leveraging AI to improve operational efficiency and incident response is highly desirable

Operational Excellence

- Experience supporting Production, Disaster Recovery (DR), and Operational Resiliency testing
- Experience performing root cause analysis and driving permanent corrective actions
- Ability to lead or participate in Major Incident Management (MIM) calls
- Experience with release management, change management, and production deployments

ITSM & Governance

- Experience using ServiceNow or similar ITSM platforms for:
- Incident Management
- Change Management
- Problem Management
- Knowledge Management
- Experience creating and maintaining technical documentation, runbooks, and support procedures
- Understanding of audit, compliance, and operational risk requirements

Soft Skills

- Excellent verbal and written communication skills
- Ability to communicate effectively with business, development, infrastructure, and executive stakeholders
- Strong ownership mindset with the ability to drive issues to resolution
- Ability to prioritize multiple competing tasks in a fast-paced environment
- Strong collaboration and teamwork skills

Work Schedule Requirements

- Willingness to participate in:
- On-call support rotations
- Weekend support activities
- Late-night maintenance windows
- Disaster Recovery and Resiliency testing events
- Ability to respond to production incidents during off-hours when required

Preferred Qualifications

- Experience supporting:
- Financial market infrastructure applications
- Trade processing platforms
- Data warehousing solutions
- Real-time messaging systems
- Experience with observability tools such as Splunk, Datadog, Dynatrace, or similar monitoring platforms
- Experience working in Agile, DevOps, or SRE organizations
- Understanding of cloud modernization and application migration initiatives

Key Success Factors

- Rapid troubleshooting of complex production issues
- Automation-first mindset
- Continuous service improvement focus
- Strong customer and stakeholder orientation
- Ability to learn new technologies quickly and become a subject matter expert
- Commitment to operational stability, resiliency, and platform modernization

The salary range is indicative for roles at the same level within DTCC across all US locations. Actual salary is determined based on the role, location, individual experience, skills, and other considerations.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.