Middle Technical Support Analyst (L2/L3, Production Support)

Why Join Exadel

We’re an AI-first global tech company with 25+ years of engineering leadership, 2,000+ team members, and 500+ active projects powering Fortune 500 clients, including HBO, Microsoft, Google, and Starbucks.

About the Client

A premier global asset servicing provider. The company offers a comprehensive suite of financial solutions, including custody, fund administration, and middle-office services for institutional investors and corporate clients. Leveraging a strong presence across Europe and Latin America, the organization focuses on delivering scalable, technology-driven operations that ensure regulatory compliance and operational efficiency in the global securities market.

What You’ll Do

• Provide L2/L3 technical support for applications and systems supporting multimarket fund administration and related operations.
• Monitor, analyze, and troubleshoot production incidents, ensuring timely resolution according to established SLAs.
• Perform detailed investigation of application issues, identifying root causes and potential impacts.
• Analyze application logs, database information, interfaces, and system behavior to diagnose incidents.
• Use SQL to query databases, validate transactions, investigate inconsistencies, and support incident analysis.
• Troubleshoot APIs and system integrations, including request/response analysis and interface failures.
• Understand application architecture, data flows, integrations, and dependencies between systems.
• Have basic programming knowledge to understand application logic, analyze code when necessary, and support technical investigations.
• Work closely with Development teams to reproduce issues, provide technical evidence, and support bug fixing.
• Support incident, problem, and change management processes.
• Perform root-cause analysis (RCA) and document technical findings and corrective actions.
• Identify recurring incidents and contribute to continuous improvement and system stability.
• Support production deployments, releases, and post-deployment validation when required.
• Interact with Business and Operations teams to understand functional impacts and translate business problems into technical investigations.
• Maintain accurate technical documentation, troubleshooting procedures, and knowledge-base articles.

What You Bring

• Proven experience in application production support and incident troubleshooting.
• Good knowledge of SQL, including querying and analyzing relational databases.
• Basic to intermediate knowledge of programming concepts and ability to understand application logic and source code.
• Experience analyzing application logs, error messages, stack traces, and system behavior.
• Understanding of application architecture, interfaces, data flows, and distributed systems.
• Experience with incident management, problem management, and root-cause analysis.
• Strong analytical and troubleshooting skills.
• Ability to work with multiple technical teams to resolve complex production incidents.
• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
• Solid mid-level experience in technical application support, production support, systems analysis, or a similar role.
• Previous experience supporting financial services applications is highly desirable.
• Experience in a 24x7 or business-critical production environment is a plus.

Nice to have

• Practical knowledge of REST APIs, HTTP, JSON/XML, and system integrations.
• Experience with investment funds, asset management, fund administration, or financial markets.
• Understanding of multimarket funds (Hedge Funds) and their operational processes is highly desirable.
• Knowledge of fund lifecycle, transactions, positions, portfolio information, NAV, reconciliation, or related fund administration processes is a strong plus.
• Familiarity with financial systems and integrations between fund administration, accounting, portfolio management, and external platforms is desirable.

English level

Intermediate

Location: São Paulo, Brazil.

Work type: In-person

Legal & Hiring Information

• Exadel is proud to be an Equal Opportunity Employer committed to inclusion across minority, gender identity, sexual orientation, disability, age, and more
• Reasonable accommodations are available to enable individuals with disabilities to perform essential functions
• Please note: this job description is not exhaustive. Duties and responsibilities may evolve based on business needs
• Compensation details are shared with candidates at the early stage of the recruitment process.
• The offer is not binding until a signed contract is in place.

Your Benefits at Exadel

Exadel benefits vary by location and contract type. Your recruiter will fill you in on the details.

• International projects
• In-office, hybrid, or remote flexibility
• Medical healthcare
• Recognition program
• Ongoing learning & reimbursement
• Well-being program
• Team events & local benefits
• Sports compensation
• Referral bonuses
• Top-tier equipment provision