Technology Support III - Product Support

Location: Houston, TX, United States

Job Family: Technology Support

About the Role

At JP Morgan Chase, we are a leading global financial services firm with a commitment to innovation and operational excellence. As a Technology Support III - Product Support in our Houston, TX location, you will play a pivotal role in maintaining the reliability and efficiency of our cutting-edge technology platforms that power investment banking, asset management, and commercial banking operations. This position within the Technology Support category involves providing expert-level assistance to ensure seamless business outcomes in a dynamic, high-stakes environment where precision and speed are paramount. You will support mission-critical systems that handle trillions in transactions daily, contributing to JP Morgan Chase's reputation as a trusted partner in the financial industry. Your day-to-day responsibilities will include advanced troubleshooting of complex technical issues, monitoring system performance, and collaborating with multidisciplinary teams to mitigate risks and enhance platform capabilities. In this role, you will leverage your deep expertise in financial technology to perform root cause analyses, implement proactive solutions, and ensure compliance with stringent regulatory standards such as those from the SEC and Federal Reserve. Working in our state-of-the-art Houston facility, you will engage in 24/7 support rotations, driving continuous improvements that align with JP Morgan Chase's strategic goals of digital transformation and client-centric innovation. We seek a proactive professional passionate about technology's impact on finance, with a strong foundation in IT operations and a dedication to excellence. Joining JP Morgan Chase means becoming part of a collaborative culture that values diversity, professional growth, and work-life balance. This role offers opportunities to advance your career in one of the world's most influential financial institutions, where your contributions directly support global economic stability and client success.

Key Responsibilities

• Provide advanced technical support for JP Morgan Chase's product platforms, ensuring minimal downtime and optimal performance in a high-volume financial environment
• Monitor and troubleshoot complex issues in large-scale technology infrastructure, including servers, networks, and applications critical to trading and client services
• Collaborate with cross-functional teams, including developers, product managers, and compliance officers, to resolve incidents and implement preventive measures
• Conduct root cause analysis for system failures and develop documentation to enhance operational resilience and regulatory adherence
• Support the deployment and maintenance of software updates, patches, and configurations while adhering to JP Morgan's security and risk protocols
• Participate in on-call rotations to handle urgent production issues, ensuring business continuity for global financial operations
• Analyze performance metrics and contribute to continuous improvement initiatives to drive operational excellence
• Ensure all support activities comply with financial industry standards, including data privacy (GDPR, CCPA) and audit requirements
• Mentor junior support staff and facilitate knowledge transfer within the Technology Support team
• Assist in disaster recovery planning and testing to safeguard JP Morgan Chase's critical financial systems

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field
• Minimum of 5 years of experience in technology support or IT operations within a financial services environment
• Proven track record in supporting large-scale technology platforms and ensuring operational stability
• Strong understanding of financial systems, risk management, and regulatory compliance (e.g., SEC, FINRA)
• Experience with incident management, problem resolution, and root cause analysis in high-stakes environments
• Ability to work in a fast-paced, 24/7 operational setting with on-call rotation
• U.S. work authorization and willingness to undergo background checks required for financial sector roles

Preferred Qualifications

• Advanced certifications such as ITIL, CompTIA, or Cisco CCNA
• Experience with JP Morgan Chase's internal tools or similar enterprise systems like mainframes or cloud platforms
• Knowledge of agile methodologies and DevOps practices in technology support
• Prior exposure to trading platforms, payment systems, or investment banking technologies
• MBA or relevant postgraduate degree in finance or technology

Required Skills

• Proficiency in troubleshooting enterprise-level systems and applications
• Strong knowledge of networking protocols (TCP/IP, DNS, VPN) and security best practices
• Experience with monitoring tools like Splunk, Nagios, or SolarWinds
• Scripting abilities in Python, Bash, or PowerShell for automation
• Understanding of cloud technologies (AWS, Azure) and hybrid environments
• Excellent problem-solving and analytical skills under pressure
• Effective communication skills for technical and non-technical stakeholders
• Familiarity with IT service management frameworks like ITIL
• Knowledge of database management (SQL, Oracle) and query optimization
• Regulatory compliance awareness in financial services
• Team collaboration and leadership in agile settings
• Attention to detail for audit and reporting purposes
• Adaptability to evolving technology trends in fintech
• Customer service orientation for internal business partners
• Project management skills for support initiatives

Benefits

• Competitive base salary and performance-based annual bonuses
• Comprehensive health, dental, and vision insurance plans
• 401(k) retirement savings plan with generous company matching
• Paid time off, including vacation, sick days, and parental leave
• Professional development programs, including tuition reimbursement and access to internal training at JP Morgan Chase University
• Employee stock purchase plan and financial wellness resources
• Wellness programs with gym memberships, mental health support, and onsite fitness facilities in Houston
• Relocation assistance for eligible candidates moving to Houston, TX

JP Morgan Chase is an equal opportunity employer.