Customer Support Engineer

About the Role

We are seeking a highly motivated and detail-oriented Customer Support Engineer to join our customer support team. As a Customer Support Engineer, you will be the primary point of contact for our clients, assisting with troubleshooting, product inquiries, and ensuring customer satisfaction. Your technical expertise, problem-solving abilities, and exceptional communication skills will play a crucial role in delivering world-class support to financial institutions utilizing our platform.

Responsibilities

• Represent the voice of the customer to Engineering, Product, and Program Management teams by communicating customer issues and relevant information, assisting with investigation
• Maintain excellent, timely communications with Supernova’s customers and internal stakeholders
• Provide technical support to troubleshoot and resolve issues reported by customers and other team members through chat, helpdesk inquiries, email as well as phone
• Troubleshoot and analyze errors, inconsistencies, and potential bugs, utilizing knowledge of cloud hosting services, logging and monitoring applications, and storage/database layers as required
• Monitor front-end and back-end systems to ensure constant un-interrupted functionality
• Provide fault isolation and root cause analysis for technical issues and outages as well as detailed bug analysis for product and development teams
• Provide configuration instructions, training, and best practices to customers to strengthen the knowledge of the Supernova product
• Act with speed and take ownership of sensitive and/or highly critical issues that need expedited resolution
• Be able to lead and delegate tasks to provide faster and more efficient resolution
• Write technical documentation or knowledge base articles for undocumented incidents as well as update outdated technical documentation
• Provide scheduled on-call support to assist with post-business hours incident management and developer assistance
• Strive to continue to learn each area of Supernova to become an eventual Subject Matter Expert (SME)

Qualifications

• BA/BS Degree in Computer Science or IT Related Field of Study
• 1+ years of experience as a Technical Support Engineer, Application Support Engineer, or applicable customer service experience
• Basic knowledge of back end and front-end programming languages, including Java, Python, SQL, and JavaScript
• Knowledge and understanding of database structures, table relationships, and SQL to query and alter database information
• Basic knowledge of Command Line/Terminal and commands associated with back end services, including CURL Commands, SSH, PGP, AWS CLI, etc
• Excellent written and verbal communication skills
• Ability to work independently and within a highly collaborative team environment
• Commitment to continuous education and drive to stay up to date with the latest technologies
• Ability to lead by example and assist the Enterprise Manager with leadership duties
• Back-end hosting solutions knowledge, such as AWS or Microsoft Azure is a plus

Our Employee Benefits

• Medical, Dental, and Vision Insurance: Multiple plans with coverage for employees and dependents.
• HSA and FSA Accounts: Tax-advantaged accounts for health and dependent care expenses.
• Life and Disability Insurance: Employer-paid basic coverage with options for additional voluntary coverage.
• Compensation: $50,000 - $75,000 per year
• Retail Savings: 401(k) plan with employer contributions.
• Employee Assistance Program (EAP): Confidential support services, including free therapy sessions.
• Paid Time Off: Flexible PTO policies.
• Additional Perks: Commuter benefits, pet insurance, continuing education assistance, and more.

Operations

Chicago, IL