Technical Support & Cloud Consultant

Join The Team

As part of our expanding Neo Xam as a Service (NXaaS) operating model, we are looking for a motivated and technically strong Technical Support & Cloud Consultant to join our New York team. This is a hands‑on role that blends client‑facing support with cloud infrastructure ownership, making it ideal for someone who thrives at the intersection of financial software and modern cloud operations.

As we continue to grow our global SaaS footprint, this role will evolve alongside increasing monitoring, observability, and operational responsibilities. NXaaS operates a follow‑the‑sun support model across APAC, EMEA, and the Americas – this role covers US business hours.

• Serve as the first technical point of contact for Neo Xam's global clients, covering US business hours within Neo Xam's follow‑the‑sun support model and ensuring seamless handoff with APAC and EMEA counterparts.
• Triage, analyze, and own support tickets end‑to‑end – from anomaly identification and root‑cause investigation through to resolution, including escalation to R&D when required.
• Review and respond to monitoring alerts and operational dashboards, identifying and acting on anomalies before they impact clients; monitor and manage cloud resources (primarily AWS) to ensure performance and availability against production SLAs.
• Troubleshoot and enhance cloud‑based deployments; implement patches and configuration fixes; support data migration and cloud onboarding initiatives in collaboration with clients and internal teams.
• Manage technical installations, upgrades, and environment refreshes for client‑facing deployments; maintain internal environment replicas for issue reproduction and testing.
• Collaborate with the Paris R&D team and global support counterparts to resolve complex issues and contribute to the NXaaS knowledge base.
• Support pre‑sales and implementation teams on technical matters; participate in client calls, project updates, and cross‑team coordination.

• Bachelor's or Master's degree in Computer Science, Engineering, or a related field.
• 3‑5 years of experience in technical support, implementation, or infrastructure roles within financial software or the banking/financial services industry.
• Solid working knowledge of AWS (EC2, RDS, ALB, S3, Cloud Watch, VPC, IAM); AWS certification is a plus.
• Ability to diagnose and interpret common database performance issues – including slow queries, missing indexes, lock contention, and execution plan analysis.
  
  Experience with Postgre
  
  SQL and/or Oracle query tuning is strongly preferred.
• Experience with relational databases – Postgre
  
  SQL required;
  Oracle or SQL Server experience is a plus.
• Proficient in Java application troubleshooting – log analysis, memory management, thread dumps, and configuration.
• Scripting ability (Shell, Python, or equivalent) for automation and diagnostics.
• Familiarity with web application servers (Tomcat, JBoss, or Web Sphere) and messaging systems (IBM MQ, Kafka, or equivalent).
• Working knowledge of XML, REST/SOAP web services, and API integrations.
• Familiarity with Git and standard version control workflows.
• Hands‑on experience with Linux/Unix environments and command‑line operations.
• Working knowledge of cloud security best practices – IAM policies, secrets management, network segmentation, and compliance considerations in a financial services context.
• Familiarity with Fin Ops principles – cost monitoring, resource tagging, rightsizing, and usage optimization in AWS environments.
• Understanding of Agile/Scrum methodology and ITIL support practices.
• Strong written and verbal communication skills; ability to manage client relationships professionally and independently.
• Self‑motivated, proactive, and collaborative – comfortable working across time zones with global teams.

• Competitive Salary & Bonus
• Paid Time Off
• Medical with HSA options
• Dental
• Vision
• 401K with matching contributions
• Short‑Term and Long‑Term Disability
• Life Insurance
• Commuter Benefits
• A Continued Learning Platform
• A dynamic environment where local and international cooperation is the key to success
• A wide range of development & growth opportunities in accordance with your career goals

The base salary range for this position is $95,000 – $130,000, commensurate with experience. Total compensation includes annual bonus eligibility. This range applies to New York and New Jersey based candidates. Final compensation will be determined based on skills, experience, and qualifications.