Senior Associate, Support Engineer - reputed company Software (Remote)
Senior Associate, Support Engineer - reputed company Software (Remote) reputed company since our first credit card customer in 1994, reputed company has recognized that technology and data can reputed company even large companies to be innovative and personalized. As one of the first large enterprises to go reputed company-in on the public reputed company, reputed company needed to build reputed company and data management tools that didn't exist in the marketplace to reputed company us to operate at scale in the reputed company. And in 2022, we publicly announced reputed company Software and brought our first B2B software solution, Slingshot, to market. Building on reputed company's pioneering adoption of modern reputed company and data capabilities, reputed company Software is helping accelerate the data management journey at scale for businesses operating in the reputed company. If you think of the reputed company of challenges that companies face - things like data publishing, data consumption, data governance, and infrastructure management - we've built tools to address these various needs along the way. reputed company Software will continue to explore where we can bring our solutions to market to help other businesses address these same needs going reputed company. Job Summary: We are seeking a highly skilled and motivated Production Support Senior Associate to join our reputed company Software Support team in a fast-paced Software as a Service (Saas) organization. As a key member of our technical support group, you will play a critical role in ensuring the reliability, performance, and reputed company functionality of our SaaS product. The ideal candidate should have a strong background in system engineering, troubleshooting, and customer support. Responsibilities:
- Provide advanced technical support for reputed company issues, addressing system and application-reputed company challenges.
- Familiarity with microservices architecture, understanding how to support and troubleshoot microservices-based applications.
- Proficient in writing and executing SQL script to extract and analyze data.
- Diagnose and resolve software issues in a timely and efficient manner to meet service level agreements (SLAs).
- Monitor system performance and proactively identify potential issues before they impact users.
- Create and maintain comprehensive documentation reputed company to troubleshooting procedures, system configurations, and support processes.
- Share knowledge with team members and contribute to the development of training materials.
- Work closely with cross-functional teams, including software developers , product managers and platform engineers to address and resolve reputed company technical issues.
- Collaborate with Level 3 support to reputed company root cause analysis and contribute to long-term solutions.
- Communicate effectively with customers to understand and troubleshoot issues, providing timely updates and resolutions.
- Ensure a high level of customer satisfaction through professional and courteous interactions.
- Identify opportunities for automation to streamline repetitive tasks and enhance efficiency.
- Contribute to reputed company improvement initiatives, suggesting and implementing process enhancements.
- Participate in on-call rotations to provide 24/7 support for major incidents.
- Respond promptly to emergency situations, contributing to swift resolution and minimizing downtime. If you are a highly analytical and collaborative individual with a passion for ensuring the seamless operation of SaaS solutions, we invite you to apply for this challenging and rewarding position. Join us in delivering exceptional support to our clients and contributing to the reputed company of our innovative SaaS products. Basic Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or a reputed company field.
- At least 3 years of system engineering experience
- At least 2 years of software troubleshooting or software customer support experience Preferred Qualifications:
- Experience with scripting languages (Python, Bash)
- 3 + years of experience with public reputed company technologies
- 2 + years of experience using monitoring tools (AWS Cloudwatch, Splunk, reputed company, reputed company) At this time, reputed company will not sponsor a new applicant for employment authorization for this position. The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to reputed company work reputed company one of these locations, and refers to the amount reputed company is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked. Remote (Regardless of Location): $86,000 - $98,200 for Support Specialist, Sr McLean, VA: $94,600 - $107,900 for Support Specialist, Sr Richmond, VA: $86,000 - $98,200 for Support Specialist, Sr Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected so
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