Job Description

We are looking for Tier 2 Technical Support Specialist who will be able to lead, collaborate, prioritize, Innovate, prioritize bugs affecting customers, contain them with workarounds, and champion fast fixes by Engineering.

Roles & Responsibilities:

• Work directly with financial institutions’ technology experts 
• IT networking and security experts to troubleshoot and resolve reported networking and integration issues 
• system admins to troubleshoot integrations with core banking, loan-origination and other systems
• Pinpoint and visualize bugs and failures using detailed server logs
• Mentor the Level 1 Support team as they triage, diagnose and resolve support tickets
• Create and update instructions, procedures and customer-visible help articles in Confluence
• Prioritize bugs affecting customers, contain them with workarounds, and champion fast fixes by Engineering
• Drive product enhancements that will accelerate and facilitate customer self-onboarding and self-support
• Create dashboards and alerts of problems so that we can resolve them before customers even see them

Technical Knowledge :

• Abstract reasoning techniques to correctly diagnose problems, create workarounds, and help developers to implement root-cause fixes
• Networking, including troubleshooting with Fiddler, VPN set-up (AWS preferred), SFTP, certificates, HTTPS traffic, proxies and whitelisting
• WebRTC for video
• SSO using SAML
• Experience supporting software running in Amazon AWS
• Excellent communication skills (both written and verbal)
• Proven ability to manage multiple concurrent tasks and customer issues, multi-tasking and meet deadlines
• Product Lifecycle and Software Development Lifecycle

Tools and software :

• Fiddler network traffic analysis
• Kibana log analysis
• Jack Henry Symitar, Corelation Keystone, Fiserv DNA and other core banking systems
• Alkami, Q2, NCR Digital Insights and other online banking applications
• AWS VPN, SFTP and Certificate Manager
• Microsoft ADFS, Ping, Okta and other SSO integrations
• User/Customer Knowledge - Jira Service Management
• Software Development Life Cycle - Jira
• AWS QuickSight for data visualization and analysis
• Flowcharting & diagramming - Draw.io

Security Responsibilities :

• Ensure the highest levels of security for external and internal communications
• Strict adherence to Eltropy’s policies and procedures related to security, confidentiality, availability, and privacy;
• Attend all training and awareness sessions related to security;
• Reporting security events and incidents promptly through available channels of Eltropy
• Adherence to approval and authorization process while handling, accessing, sharing, storing, or processing Eltropy’s confidential information or data; personal data, or customer information
• Be responsible and accountable for handling sensitive information, protecting access credentials, managing data and information, etc.

What You Offer:

• Bachelor's degree in a Computer Science related field or equivalent practical experience
• Understanding of networking and cloud computing.  
• Would be required to work  8:00pm - 4:00am IST (Later Preferred) 

Skills:

• Critical thinking ability - Passion to do whatever it takes to solve complex problems and build scalable processes
• Demonstrated ability to pull a customer into an ad-hoc troubleshooting call and lead that call to resolution without support.    
• Be able to work independently; anticipating and resolving problems. 
• Highly organized with strong project management skills and attention to detail
• Adept at analyzing large sets of data to generate meaningful insights 
• Possess strong decision-making and prioritization skills
• Motivated towards working in a startup environment

Experience :

• Prior work experience of 2+ years in Enterprise SaaS companies in a support capacity
• Working with or in a credit union 
• Working with mobile and web applications in the B2B space
• Working with remote, global, and cross-functional teams and an understanding of SaaS business models
• Participation in parts of the software development lifecycle

Quantitative - 

• Business Goals
  • Quantity of integrations in progress
  • Age of integration in progress
• Service Goals
  • Jira Ticket average time to pick up
  • Jira Ticket average time to transfer/resolve
  • Jira Ticket count 

Qualitative - 

• Problem solving
• Leadership
• Collaboration
• Innovation
• Prioritization 
• Responsiveness - Internal and external

Succession plan :

• Product Operations Manager