Application Support Engineer

About AQR Capital Management

AQR is a global investment firm built at the intersection of financial theory and practical application. We strive to deliver concrete, long-term results by looking past market noise to identify and isolate the factors that matter most, and by developing ideas that stand up to rigorous testing. By putting theory into practice, we have become a leader in alternative strategies and an innovator in traditional portfolio management since 1998.

At AQR, our employees share a common spirit of academic excellence, intellectual honesty and an unwavering commitment to seeking the truth. We're determined to know what makes financial markets tick - and we'll ask every question and challenge every assumption. We recognize and respect the power of collaboration, and believe transparency and openness to new ideas leads to innovation.

Your Role

We are seeking an Application Support Engineer who will work as a part of a dynamic team in a rapidly growing company. While the role is truly one of individual contributor, a high degree of interaction and teamwork are required to be effective in the role. The Application Support Engineer is responsible for ensuring a high level of customer satisfaction with various applications used by the firm. Some of the primary applications are research and portfolio management software.

This team is responsible for providing technical support to end users, answering complex questions on function and usage of systems. This individual will also be responsible for possessing thorough knowledge of the Application and improving the current software releases. You will:
Develop and maintain in-depth knowledge of AQR's Applications products to support customers.
Manage users' expectations to ensure satisfaction with AQR and our products
Ensure that every user is treated professionally and with respect
Act as a user advocate to Project Management and Development
Log, research, and accurately resolve complex customer inquiries and problems in a timely manner
Effectively interact with Quality Assurance to report bugs identified by customers
Ensure proper escalation occurs for unresolved issues to ensure the customer remains satisfied
Gain and maintain current knowledge of AQRs Support Policies and Procedures
Rotating off hours on-call responsibilities
Identify/update missing prod-support processes and author new processes with the assistance of dev/business-teams using a support wikis.
Diagnose missing-inputs issues. This may require analyzing stack-traces, system-logs, stepping through code in a debugger etc. to find the offending query/web-service call.
Diagnose resource issues (e.g., database down/slow, etc.). This would require learning our deployment architecture, alerting/monitoring tools, etc.
What You'll Bring

A minimum of a bachelor's degree (Informatics & Computing or software engineering related preferred)
Minimum two years of experience in directly supporting software applications in the Financial Industry
Strong product knowledge in either Equities, Futures, FX or Fixed income market.
Strong troubleshooting capability
External customer facing experience in a software support environment
Ability to work effectively both independently and in a small team environment
Experience with client server or web-based applications preferred
Knowledge of Python, Java, SQL, preferred
Ability to work on staggering support shifts.
Ability to work a minimum of twice per week from the Greenwich, CT office
Maturity, credibility, and clarity both in verbal and in written communication.

AQR is an Equal Opportunity Employer. EEO/VET/DISABILITY

The salary range for this role is expected to be $100,000-$120,000. This is the range that we in good faith believe is accurate for this role at the time of this posting. We may ultimately pay more or less than the posted range, depending upon factors such as skills, experience, location, or other business and organizational needs. This wage range may also be modified in the future.

This job is also eligible for an annual discretionary bonus.

We offer comprehensive package of benefits including paid time off, medical/dental/vision insurance, 401(k), and any other benefits to eligible employees.

Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company's sole discretion, consistent with the law.
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