Senior Associate, Support Engineer
Employment Information
Job Description
Production Support Senior Associate responsible for ensuring reliability and performance of SaaS products. Collaborating with teams to troubleshoot and resolve complex technical issues in a fast-paced environment.
Responsibilities:
- Provide advanced technical support for complex issues, addressing system and application-related 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 related 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 complex technical issues.
- Collaborate with Level 3 support to perform 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 continuous 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
Requirements:
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- At least 3 years of system engineering experience
- At least 2 years of software troubleshooting or software customer support experience
- Experience with scripting languages (Python, Bash)
- 3 + years of experience with public cloud technologies
- 2 + years of experience using monitoring tools (AWS Cloudwatch, Splunk, New Relic, Solarwinds)
Benefits:
- Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being
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