Support Specialist in Burlington, Massachusetts at ONTARIO SYSTEMS LLC dba FINVI

Position Summary

• The Support Specialist is responsible for providing advanced technical support, system administration, troubleshooting, and maintenance services for Finvi's federal-focused software product. This role works directly with customers, internal teams, and technical resources to resolve complex issues, support system upgrades, perform testing activities, and ensure optimal product performance. The ideal candidate possesses strong SQL expertise, hands-on experience with cloud and monitoring technologies, and a solid understanding of enterprise software environments within the receivables management, debt collection, or fintech industries. Due to the nature of the product, candidates must be eligible to obtain and maintain required Federal CRS clearance.

Key Responsibilities

Product Support & Issue Resolution

• Serve as a primary technical support resource for customers.
• Investigate, troubleshoot, and resolve complexapplication,database, and system-related issues.
• Perform detailed root cause analysis and implement corrective actions.
• Gather and analyze information from customers, application logs, databases, monitoring tools, and internal resources.
• Escalate issues appropriately and coordinate resolution efforts across Product, Development, Infrastructure, and Customer Success teams.
• Communicate technical solutions effectively to both technical and non-technical audiences.
• Follow up with customers to ensure successful resolution and customer satisfaction.
• Participate in on-call and after-hours support rotations as required.
• Provide support during critical incidents, maintenance windows, and emergency situations.
• Be available to support scheduled weekend upgrades and production deployments.

Database Administration & SQL Troubleshooting

• Utilize advanced SQL skills to troubleshoot application and data-related issues.
• Write and optimize complex SQL queries for analysis, validation, and issue resolution.
• Perform data validation, integrity checks, and support customer reporting needs.
• Assistwith database-related maintenance, deployments, and troubleshooting activities.

System Administration & Operational Support

• Perform daily administrative activities to ensure systems, documentation, and operational processes remain current and accurate.
• Support system configurations, maintenance activities, and customer environments.
• Monitor application health, system performance, and operational metrics.
• Coordinate and execute business-impact mitigation strategies when necessary.

Product Upgrades & Testing

• Participate in scheduled weekend product upgrades, releases, and maintenance activities.
• Execute smoke testing and post-deployment validation to ensure application stability and functionality.
• Document testing results and collaborate with internal teams to address any identified issues.
• Support release readiness and production deployment activities.

Cloud, Networking & Monitoring Support

• Support environments hosted in AWS and assist with troubleshooting cloud infrastructure issues.
• Leverage Datadog and other monitoring tools to identify, investigate, and resolve performance and availability concerns.
• Troubleshoot networking, connectivity, and integration-related issues.
• Work closely with Infrastructure and Engineering teams to ensure system reliability and performance.

Knowledge Management & Process Improvement

• Maintain accurate technical documentation, support procedures, and knowledge base articles.
• Identifyopportunities for operational efficiencies and support process improvements.
• Contribute to continuous improvement initiatives across the support organization.
• Share product knowledge and mentor team members as needed.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field, or an equivalent combination of education and experience.
• 3+ years of experience in technical support, application support, systems administration, software implementation, or related technical roles.
• Strong research, technical communication and documentation skills and ability to expound technical solutions.
• Ability to understand or experience with advanced networking, practices, equipment, and procedures.
• Certifications such as: CCNA, CNIP, CISCO, CompTIA Network Plus preferred
• Strong experience supporting enterprise software applications and SaaS platforms.
• Advanced SQL skills with demonstrated ability to write, analyze, and troubleshoot complex queries.
• Proven experience conducting technical root cause analysis, troubleshooting, and issue resolution in production environments.
• Working knowledge of networking concepts, including DNS, TCP/IP, connectivity, and troubleshooting methodologies.
• Experience supporting cloud-based environments, preferably AWS, and utilizing monitoring and observability tools such as Datadog.
• Knowledge of application deployments, release management, production support processes, and enterprise application architecture.
• Experience with Windows and/or Linux server environments.
• Familiarity with API integrations, web services, and modern enterprise software ecosystems.
• Ability to manage multiple priorities and deadlines in a fast-paced environment while maintaining attention to detail and process compliance.
• Strong analytical, organizational, problem-solving, verbal, and written communication skills.
• Demonstrated customer service orientation with the ability to translate complex technical concepts into business-friendly language.
• Proven ability to work independently with minimal supervision while collaborating effectively across teams and building strong stakeholder relationships.
• Proactive mindset with a commitment to continuous improvement and operational excellence.
• Ability to remain calm, effective, and responsive during high-priority incidents and production support situations.
• Eligibility to obtain and maintain required CRS clearance.
• Experience supporting Finvi products, particularly ArtivaRM, preferred.
• Experience within Debt Collection Software, Accounts Receivable Management, Receivables Management Technology, Enterprise Collection Platforms, FinTech, Financial Services Technology, Revenue Recovery Technology, or other enterprise SaaS software environments.
• Previous experience supporting federal government customers or highly regulated environments.