Software Support Engineer

2 weeks ago

Kozhikode, India MCO (MyComplianceOffice) Full time

Senior Software Support Engineer


About MCO (MyComplianceOffice) ​

MCO is a rising star in the world of compliance technology. From a humble startup, MCO is now the global leader in conduct-risk compliance management, with almost 1500 clients around the world, including many of the global financial leaders. ​

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MCO is 15 years old and continues to enjoy tremendous growth. Recent product developments, new acquisitions, and unfilled needs in the market creates exciting opportunities for MCO to expand in the coming years. Business has been booming – with MCO achieving the much-heralded status of “the rule of 40” reflecting our excellent sales growth and underlying financial health. Recently voted the Technology Company of the Year, MCO is recognized as a world leader. MCO is financially strong with revenues and customer base growing at over 20% per annum.​

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MCO has an extensive Product Delivery team spread around the world and are now looking for an enthusiastic Chief Product Delivery Officer lead this organization. This person will lead this organization to deliver exciting new capabilities into the market, while ensuring that we maximize the performance of this global team. ​

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About the MCO SaaS Platform ​

Our compliance platform helps companies reduce their risk of misconduct. Our SAAS-based platform lets compliance professionals demonstrate that they are proactively managing the regulated activities of employees, third-party vendors, and other agents of the firm. Available as a unified suite or à la carte, our easy-to-use and extensible SaaS-based solutions get clients up and running quickly and cost-efficiently. We’ve built our passion and proficiency for compliance automation into every product, enabling clients to use technology to minimize conduct risk.


About the Role

This role is essential for customer success. Responsible for supporting our existing customers on our multi-tenant SaaS platforms. Responsible for the enforcement of policy and procedures for the team to ensure the timely and accurate processing of technical requests from brokerages, clients and vendors on a daily basis. He/She will assist the team to gather and analyze data to identify problem areas, investigate issues, determine root causes and repair problems, utilizing tools such as SQL, Excel and various scripting languages like Python and Perl. Works on complex assignments and often multiple phases of a project. In return, you will be part of a growing engineering group who deal with technically challenging work who are continually striving to improve the service we offer. The is primarily an office-based role for collaboration with our various engineering teams.


Why Work With MCO

You will be paid a competitive salary, accompanied by a wide range of company benefits. You will be part of a rapidly growing SaaS-based software company. Since MCO is a relatively small firm, you will have the opportunity to make a significant impact on the success of our clients and our company, as well as the opportunity for advancement as we grow. You will be based in our Dublin office (headquarters). Unless we are meeting with clients, the dress code is professional casual. We work in a very friendly and respectful work environment, have zero tolerance for office politics, and we play to win If this sounds like a place you would like to work, then let us know if you have the following skills and experience.


Responsibilities

  • Serves as backup for the Technical Operations Manager and act as escalation point of contact for application support teams.
  • Supervise and manage a team of support engineers to provide effective and timely day-to-day application support, advice, guidance and timely problem resolution to achieve operational outcomes.
  • Manage day-to-day work activities of the team, including assigning, monitoring & prioritizing support tickets (JIRA) ensuring SLA/OLA has been met covering 24/7 shifts.
  • Work closely and collaborate with developers, QA, Release and Implementation teams for timely resolution and to enhance customer experience. Implement cross function training and job shadowing / knowledge sharing among the team members.
  • Maintaining and updating technical documents, knowledge base articles and procedures Innovation and analytical skills to generate viable option and develop solutions to diverse workspace issues and take responsibility for outcomes.
  • Contribute to scrum sessions and the overall improvement in our technical support process and represent Technical Support Teams on global platforms within MCO.
  • Providing pre and post technical support for major SaaS releases and occasional shift rotations. Provides technical direction, understands vision, goals and direction of the team.
  • Communicates project plan information, objectives, and deliverables to the team. Identifies opportunities for continuous improvement


Experiences and Skills

  • ​7 - 10 years of experience in Application Support for enterprise products (L3)
  • Excellent written and verbal communication skills
  • Working SQL and Linux/Unix knowledge
  • Java, GIT, IntelliJ, JIRA/Zendesk/Bitbucket, Jenkins
  • JBoss Application Server, Apache, and Oracle JSP, CSS, XML, HTML, AngularJS Skills to provide FTP setup, support and troubleshooting for data transfer using protocols such as FTP, FTPS, SFTP and PGP encryption

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