Lead Support Engineer

Responsibilities

• Support and mentor team members on Adherence to Cloud Operations Key Performance Indicators
• 1st line of contact for Issue Management escalation
• Ensure process management and runbook accuracy
• Engage with customers in effectively communicating issue status and plan for resolution.
• Provide specific customer reports as requested.
• Responsible for problem management, problem reporting and customer escalations.
• Set expectations with customers relating to the Service and possible associated commercials.
• Monitor patterns relating to customer release quality and cost with respective Customer Account Managers.
• Provide out of hours support for bank holidays and weekends when requested.
• Carry out trend analysis for all customer Software Development Lifecycle to help proactively highlight gaps in customer capabilities and solutions.

Requirements

• College degree or equivalent work experience
• 6+ years of experience providing system support in a technical environment working with customers, with special focus in system performance and stability
• 6+ years of experience providing system support in a technical environment working with projects / customers, with special focus in troubleshooting and issue resolution.
• AWS Certified Solution Architect, SysOps Administrator, OR AWS Certified Engineer – DevOps preferred

Knowledge, Skills and Abilities

• Proven interpersonal skills with the ability to motivate and coach team members in their day-to-day roles
• Excellent customer management / communication skills essential both written and verbal.
• A strong decision making and prioritization skillset, with ability to operate effectively under pressure in dealing with multiple customers.
• A strong appreciation of customer business impact due to application problems.
• Understanding of the software maintenance release lifecycle.
• Strong analysis, design & solutioning skills

Technical Skills

• Strong knowledge of specific technologies is ideal:
• Java, including JEE technologies such as JSP, JDBC, JNDI
• Application servers: Websphere, Weblogic, Tomcat, JBOSS
• Databases: DB2, Oracle, SQL Server
• AWS: CloudFormation, EC2, S3, EMR, ECS, ECR, CodeDeploy, Autoscale, Cloudwatch.
• Development Tools: Apache Ant, Maven, JUnit, Eclipse, Subversion, Jenkins
• Integration: technologies such as SOAP, REST and WS-* standards

Language Skills

• Ability to speak the English language proficiently, both verbally and in writing

Work Environment

• Employee works primarily in a home office environment.
• The home office must be a well-defined work area, separate from normal domestic activity and complete with all essential technology including, but not limited to; separate phone, scanner, printer, computer, etc. as required in order to effectively perform their duties.

Work Requirements

• Compliance with all relevant FINEOS Global policies and procedures related to Quality, Security, Safety, Business Continuity, and Environmental systems.
• Travel and fieldwork, including international travel may be required. Therefore, employee must possess, or be able to acquire a valid passport.
• Must be legally eligible to work in the country in which you are hired.

Pay

$110,000 - 140,000

Benefits

Equal Opportunity Employer