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 systemsPinpoint and visualize bugs and failures using detailed server logsMentor the Level 1 Support team as they triage, diagnose and resolve support ticketsCreate and update instructions, procedures and customer-visible help articles in ConfluencePrioritize bugs affecting customers, contain them with workarounds, and champion fast fixes by EngineeringDrive product enhancements that will accelerate and facilitate customer self-onboarding and self-supportCreate dashboards and alerts of problems so that we can resolve them before customers even see themTechnical Knowledge :Abstract reasoning techniques to correctly diagnose problems, create workarounds, and help developers to implement root-cause fixesNetworking, including troubleshooting with Fiddler, VPN set-up (AWS preferred), SFTP, certificates, HTTPS traffic, proxies and whitelistingWebRTC for videoSSO using SAMLExperience supporting software running in Amazon AWSExcellent communication skills (both written and verbal)Proven ability to manage multiple concurrent tasks and customer issues, multi-tasking and meet deadlinesProduct Lifecycle and Software Development LifecycleTools and software :Fiddler network traffic analysisKibana log analysisJack Henry Symitar, Corelation Keystone, Fiserv DNA and other core banking systemsAlkami, Q2, NCR Digital Insights and other online banking applicationsAWS VPN, SFTP and Certificate ManagerMicrosoft ADFS, Ping, Okta and other SSO integrationsUser/Customer Knowledge - Jira Service ManagementSoftware Development Life Cycle - JiraAWS QuickSight for data visualization and analysisFlowcharting & diagramming - Draw.ioSecurity Responsibilities :Ensure the highest levels of security for external and internal communicationsStrict 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 EltropyAdherence to approval and authorization process while handling, accessing, sharing, storing, or processing Eltropy’s confidential information or data; personal data, or customer informationBe 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 experienceUnderstanding 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 processesDemonstrated 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 detailAdept at analyzing large sets of data to generate meaningful insights Possess strong decision-making and prioritization skillsMotivated towards working in a startup environmentExperience :Prior work experience of 5+ years in Enterprise SaaS companies in a support capacityWorking with or in a credit union Working with mobile and web applications in the B2B spaceWorking with remote, global, and cross-functional teams and an understanding of SaaS business modelsParticipation in parts of the software development lifecycleQuantitative - Business GoalsQuantity of integrations in progressAge of integration in progressService GoalsJira Ticket average time to pick upJira Ticket average time to transfer/resolveJira Ticket count Qualitative - Problem solvingLeadershipCollaborationInnovationPrioritization Responsiveness - Internal and external
Job Title
Eltropy | Technical Support Specialist- Tier 2