Senior Technical Support Engineer

Job Description:

The Senior Technical Support Engineer is responsible for troubleshooting, developing technical solutions, and performing software code changes to correct software defects related to application errors and ensure issues are resolved in a timely fashion. This includes organizing and tracking technical issues from submission to resolution. The Senior Technical Support Engineer regularly works on development initiatives in collaboration with Tier 1 Client Support, Production Operations, and Product Owners within the various Software Development Teams. This position acts as a point of contact between our internal technical teams and the outward facing Client Support teams to provide solutions that ensure the best possible customer experience, while driving client adoption and retention through the services those teams provide. This role is involved in coding, development, maintenance, and testing of the product. The Senior Technical Support Engineer delivers projects which have a positive impact on our systems, product, team, and customers while also mentoring less experienced engineers.

Job Responsibilities

• Provide proactive technical solutions to resolve customer problems related to all major areas of the eMoney platform.
• Troubleshoot problems and define root causes, using product designs, code, and/or specifications.
• Interact with product development and quality assurance teams to give feedback, discuss design issues, investigate problems, and develop solutions to meet the technological needs of users.
• Possess in-depth knowledge of the organization's products and/or services to align technical solutions and maintenance.
• Perform documentation, design, and testing tasks as required.
• Write code that is appropriately flexible, reusable, efficient, and adaptable to changing requirements.
• Use established escalation and service management processes to provide timely responses to escalated cases.
• Take ownership of technical issues and work with Development teams to resolve more advanced issues when necessary.
• Actively keep customer needs in mind and leverage input from product stakeholders.
• Possess a deep understanding of the coding standards and recommend improvements when appropriate.
• Develop technical documents and instructions and document new fixes for lower tier technical support groups.
• Write queries, scripts, and data upgrades.
• Take point on supporting deployments and releases.
• Provide recommendations on technical direction to leadership.
• Partner with leadership to steer technical decisions on the team.
• Complete modifications, refactoring, and bug fixes to existing functionality without the need for oversight.
• Work primarily with direct team while driving cross-team collaboration when required.
• Work with 3rd party partners to resolve application errors related to 3rd party integration functionality.
• Triage, troubleshoot and reproduce application errors related to the proper functioning of the eMoney platform and portfolio of products.
• Occasionally serve as a backup for our Application Support team in staffing their support queues as needs dictate.
• Mentor and coach less experienced team members.
• Other duties as assigned.

Requirements

• B.S. in Computer Science, Computer Engineering, Software Engineering, or equivalent experience.
• 5+ years of experience. Can share examples of previously complete projects.
• Experience with the following development tools (Visual Studio, Postman, BitBucket (Git), Jira, Confluence)
• Proficiency in C#.NET, Web Development (Asp.NET, MVC, Java Script, HTML, and CSS), SQL, and object-oriented programming. Able to perform any task or from scratch implementation. Seen internally as a leader in this area. Assists in defining best practices for self and other engineers.

Skills

• In-depth knowledge of MVC, working with legacy code and working in Windows and IIS.
• Experience working in SQL Server and creating SQL scripts.
• Self-motivation drive to get things done and deliver on team commitments.
• Understanding of the context of the assigned project/technical team.
• Ability to work in a team and take direction well.
• Self-motivated and responds to supervision. Asks relevant questions.
• Can work with supervisor to plan tasks and estimate their completion.
• Can adapt to changing conditions and coach others through change.
• Possesses ability to communicate efficiently verbally and through written documentation.

The salary range for this position is $86,000 - $117,000; commensurate salary to be determined based on skills, professional background and expertise. This position is also eligible, pursuant to applicable eMoney policies, for the annual bonus program, retirement contributions, health insurance, sick leave, parental leave and paid time off.