Principal Product Support & TechOps Engineer

InvestorFlow is the only company of its kind to deliver industry specialized CRM, built on Salesforce, and digital portals to help alternative asset firms find opportunities, create and manage relationships, and turn relationship insights into action with increased productivity and transparency. The Principal Product Support & TechOps Engineer is a senior, hands-on Product Support role responsible for assisting clients with complex technical issues related to a .NET application hosted on Microsoft Azure.  In addition to direct client support, this role performs proactive system monitoring and supports infrastructure changes in close partnership with TechOps to ensure platform stability and operational readiness. The focus of the role is high-quality, senior-level product support, with infrastructure awareness used to prevent issues and accelerate resolution.  Strong English communication skills and advanced SQL capabilities are essential for success in this role.  You Will:

Product Support (Primary) 

Serve as a senior product support resource, assisting clients by diagnosing, troubleshooting, and resolving complex technical issues. 

Own support cases end-to-end, including investigation, communication, resolution, and follow-up. 

Troubleshoot issues across application behavior, data, integrations, and system usage. 

Clearly communicate findings, progress, and resolutions to clients and internal stakeholders. 

Document support cases, root causes, and resolutions in a structured and consistent manner. 

Contribute to internal knowledge bases and troubleshooting guides to reduce recurring issues. 

Proactive Monitoring & Operational Awareness (Secondary) 

Proactively monitor system health and availability using established monitoring and alerting tools. 

Respond to system alerts and anomalies in coordination with TechOps. 

Support and validate infrastructure changes (e.g., maintenance windows, releases, configuration updates) to ensure they do not negatively impact clients. 

Participate in incident response and post-incident review activities as needed. 

Collaboration & Continuous Improvement 

Partner with Engineering, Product, and TechOps to resolve issues and improve product stability. 

Perform root cause analysis and recommend preventative measures to reduce support volume. 

Participate in incident, change, and problem management processes. 

Identify opportunities to improve support workflows and platform reliability. 

You Have:

Excellent written and verbal English communication skills. 

Extensive experience in hands-on product support, with the ability to independently resolve complex technical issues. 

Strong experience supporting .NET applications hosted on Microsoft Azure in a production environment. 

Advanced SQL skills for data analysis, troubleshooting, and investigation. 

Proven ability to work directly with clients and manage complex support cases. 

Strong analytical, troubleshooting, and problem-solving skills. 

Experience reviewing logs, system metrics, and error messages to diagnose issues. 

Working knowledge of Windows Server and IIS as they relate to application support. 

Familiarity with system monitoring and alerting tools in a production environment. 

Strong documentation discipline and attention to detail. 

Ability to collaborate effectively with Support, Engineering, and TechOps teams. 

Bonus Points for:

Experience supporting platforms in alternative assets, financial services, or other regulated industries

Familiarity with Azure monitoring and logging tools

Exposure to infrastructure change management or release validation

Knowledge of scripting or automation for troubleshooting (e.g. PowerShell)