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Level 3 Senior Product Technical Support Engineer, AVP
State Street
Melbourne, AUS
Full-time
Senior · 7+ years experience
Onsite
Discovered 1 weeks ago
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Role Overview
The Level 3 Senior Product Technical Support Engineer, AVP is the advanced escalation layer for the most complex CRIMS technical, functional, and operational issues. Where Level 2 restores service using known procedures, L3 diagnoses the unknown — owning root-cause analysis, defect recreation, workaround design, and the technical bridge into Product Engineering and QA. The role pairs deep domain expertise with sharp diagnostic instinct and the composure to handle the “sensitive,” high-visibility situations that shape how clients perceive CRD’s ability to resolve their problems. This role will lead the locally based team while partnering with regional Level 3 and Product Engineering teams to drive effective collaboration and alignment.
Key Skills for This Role
SQLDynatraceSolarWindsC#.NetJava
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Role Summary
The Level 3 Senior Product Technical Support Engineer, AVP is the advanced escalation layer for the most complex CRIMS technical, functional, and operational issues. Where Level 2 restores service using known procedures, L3 diagnoses the unknown — owning root-cause analysis, defect recreation, workaround design, and the technical bridge into Product Engineering and QA. The role pairs deep domain expertise with sharp diagnostic instinct and the composure to handle the “sensitive,” high-visibility situations that shape how clients perceive CRD’s ability to resolve their problems. This role will lead the locally based team while partnering with regional Level 3 and Product Engineering teams to drive effective collaboration and alignment.
Primary Objective
Diagnose complex technical problems, determine true root cause, and distinguish software defects from configuration, data, operational, or infrastructure faults — resolving through technical expertise or packaging the issue cleanly for Engineering.
Key Responsibilities
- Sev1 leadership — Provide technical leadership on critical incidents, coordinating across Support, Operations, DevOps, and Infrastructure.
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