Technical Support Specialist- Tier 2

10 hours ago

Delhi, India Eltropy Full time
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 systems- Pinpoint and visualize bugs and failures using detailed server logs- Mentor the Level 1 Support team as they triage, diagnose and resolve support tickets- Create and update instructions, procedures and customer-visible help articles in Confluence- Prioritize bugs affecting customers, contain them with workarounds, and champion fast fixes by Engineering- Drive product enhancements that will accelerate and facilitate customer self-onboarding and self-support- Create dashboards and alerts of problems so that we can resolve them before customers even see them

Technical Knowledge :

- Abstract reasoning techniques to correctly diagnose problems, create workarounds, and help developers to implement root-cause fixes- Networking, including troubleshooting with Fiddler, VPN set-up (AWS preferred), SFTP, certificates, HTTPS traffic, proxies and whitelisting- WebRTC for video- SSO using SAML- Experience supporting software running in Amazon AWS- Excellent communication skills (both written and verbal)- Proven ability to manage multiple concurrent tasks and customer issues, multi-tasking and meet deadlines- Product Lifecycle and Software Development Lifecycle

Tools and software :

- Fiddler network traffic analysis- Kibana log analysis- Jack Henry Symitar, Corelation Keystone, Fiserv DNA and other core banking systems- Alkami, Q2, NCR Digital Insights and other online banking applications- AWS VPN, SFTP and Certificate Manager- Microsoft ADFS, Ping, Okta and other SSO integrations- User/Customer Knowledge - Jira Service Management- Software Development Life Cycle - Jira- AWS QuickSight for data visualization and analysis- Flowcharting & diagramming - Draw.io

Security Responsibilities :

- Ensure the highest levels of security for external and internal communications- Strict 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 Eltropy- Adherence to approval and authorization process while handling, accessing, sharing, storing, or processing Eltropy’s confidential information or data; personal data, or customer information- Be 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 experience- Understanding 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 processes- Demonstrated 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 detail- Adept at analyzing large sets of data to generate meaningful insights- Possess strong decision-making and prioritization skills- Motivated towards working in a startup environment

Experience :

- Prior work experience of 5+ years in Enterprise SaaS companies in a support capacity- Working with or in a credit union- Working with mobile and web applications in the B2B space- Working with remote, global, and cross-functional teams and an understanding of SaaS business models- Participation in parts of the software development lifecycle

Quantitative -

- Business GoalsQuantity of integrations in progress- Age of integration in progress- Service GoalsJira Ticket average time to pick up- Jira Ticket average time to transfer/resolve- Jira Ticket count

Qualitative -

- Problem solving- Leadership- Collaboration- Innovation- Prioritization- Responsiveness - Internal and external

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