Lead Customer Engineer

Responsibilities

• Provide Level 2/3 support for core U.S. banking applications, including incident resolution and root cause analysis
• Troubleshoot complex issues involving product configurations, code defects, networking, third-party integrations, and database modifications
• Optimize SQL and PS Queries, and fine-tune database scripts for reporting and performance improvement
• Collaborate with Engineering and Product teams to analyze bugs and develop permanent fixes for the Core Banking Solution
• Design and implement scalable support models; recommend architectural improvements for long-term maintainability
• Drive the creation and enhancement of support policies, procedures, and risk mitigation strategies aligned to governance standards
• Leverage data from multiple sources (internal and external) to drive innovative and effective solutions
• Identify and develop Subject Matter Experts (SMEs) within the support team
• Produce clear and concise technical documentation, including incident reports, troubleshooting guides, and customer-facing updates
• Manage complex technical projects with a high degree of accuracy, control rigor, and attention to detail
• Collaborate with global teams and stakeholders across different time zones
• Support executive-level escalations with urgency and professionalism
• Participate in strategic initiatives to enhance support operations and customer experience
• Champion the use of AI and emerging technologies to drive efficiency and innovation in support delivery

Qualifications

• Minimum of 8+ years of experience in application support or 6+ years with a relevant master’s degree
• Extensive experience supporting Digital Banking systems or working with vendors such as FIS, Fiserv, or Jack Henry
• Strong hands-on and architectural expertise in SQL, log analysis, and database error debugging
• Advanced experience with Python, Shell scripting, and other scripting languages
• Working knowledge of Unix/Linux environments and cloud technologies (AWS/Azure)
• Demonstrated success implementing DevOps practices, including CI/CD pipelines using tools like Jenkins, Bitbucket, GitLab
• Experience with logging, monitoring, and analytics tools such as Splunk, Snowflake, CloudWatch, Grafana, and Logic Monitor
• Familiarity with CRM and ticketing systems like Salesforce, JIRA, and Confluence
• Proven ability to lead by influence—providing architectural guidance, acting as a technical lead, and mentoring others in a collaborative team setting
• Exceptional communication and stakeholder management skills, including experience working with global teams
• Proven ability to lead by influence—providing architectural guidance, acting as a technical lead, and mentoring others in a collaborative team setting