Eltropy | Technical Support Specialist- Tier 2

3 weeks 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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