Vacancy expired!
Title: Java Production Support EngineerFulltime - Remote Salary: $70K + Benefits Job DescriptionAs an Escalated Support Engineer, you will be an excellent communicator who is confident and empathetic with a varied technical support background. Whether your experience lies in the enterprise or post-production environments, you will be ready to learn, understand and advise in a role that will see you face exciting challenges on a day-to-day basis.As part of the Production Operations Team, an Escalated Support Engineer will take ownership of escalated client issues and see them through to resolution. The role should assist team members, proactively motivating towards troubleshooting and resolving clients' needs in a timely manner. This role is currently remote, with the potential to be based in an office in the future. It is responsible for ensuring high-quality technical support is provisioned across our enterprise clients with support service contracts.Essential Responsibilities:
- Advise Tier 1 Support to aid them in resolving their merchant issues
- Escalation for issues flagged by Tier 1 Support
- Resolution of client high priority issues without business impact, within clients SLA timeframe
- Resolution of support cases raised from monitoring tool alerts
- Escalate unresolved issues to Development engineers
- Support Product and Sales teams requests to implement merchant and product change requests
- Assist with knowledge share workshops
- Maintain accurate information of merchant and product configuration, test new product configurations, and create knowledge base guides
- Provide advanced technical troubleshooting and analysis methods
- Seek for known solutions to the more complex issues
- Proactive design of solutions and automation of repetitive support tasks
- Perform other duties and/or special projects as assigned
- At least 1-2 years' industry-related experience in a Support role
- Practical experience in navigating web portals
- Able to demonstrate incident management, owning all Tickets, keeping Clients advised of the steps being taken to resolve their issue; full end to end process
- Show excellent attention to detail when handling all support queries; remembering that detail in Tickets is vital
- An understanding of network technologies
- Excellent communication skills, including ability to explain technical information simply
- The ability to calmly prioritize tasks and reassuringly manage expectations
- An enthusiasm for collaboration and knowledge sharing across a global team
- A methodical approach to diagnosing and problem-solving
- Experience with remote desktop applications and help desk software
- Cross functional team player with the ability to work seamlessly across a matrix organization
- Minimum of 2 years experience in banking and financial services
- Strong attention to detail as well as organization and time management skills
- Ability to work with teams to gather and analyze unrefined business requirements from multiple sources and formulate and deliver a test plan in a timely manner
- Ability to work under the pressure of multiple projects and deadlines at once
- Highly motivated self-starter with a high level of demonstrated initiative
- Ability to quickly learn, adapt, and think outside the box
Vacancy expired!