Technical Support & Cloud Consultant

About the Role NeoXam NY is seeking a Technical Support & Cloud Consultant to blend client-facing support with cloud operations in a global fintech SaaS team. The role focuses on cloud monitoring, AWS management, Java fixes, and contributing to NXaaS growth from our New York base.

What You'll Do

• Serve as the first technical point of contact for NeoXam's global clients, covering US business hours within NXaaS follow-the-sun model; coordinate 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 monitoring alerts and dashboards, identify anomalies, and act to prevent impact; 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.

What We're Looking For

• 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, CloudWatch, 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 PostgreSQL and/or Oracle query tuning is strongly preferred.
• Experience with relational databases - PostgreSQL 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 WebSphere) 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.