SW Support Engineer - Troubleshooting/Deployment
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SW Support Engineer - Troubleshooting/Deployment
Ref No.: 17-25330
Location: Athens, Georgia
Client Corporation is the global leader in consumer transaction technologies, turning everyday interactions with businesses into exceptional experiences. With its software, hardware, and portfolio of services, Client enables more than 550 million transactions daily across the financial, retail, hospitality, travel, telecom and technology industries. Client solutions run the everyday transactions that make your life easier. Client is headquartered in Duluth, Georgia with over 29,000 employees and does business in 180 countries. Client is a trademark of Client Corporation in the United States and other countries.

Title: SW Support Engineer - Troubleshooting/Deployment
(Multiple Positions and Levels)
Location: Duluth, GA *Position will relocate to Midtown Atlanta in 2018, OR Athens, GA

Be a part of an award-winning, international team that has delivered smart solutions to more than 1,200 financial institutions in the United States. Our culture of innovation is based on decades of real customer insights, keeping us at the forefront of banking technology. We are seeking a Software Support Engineer to support application code and configuration changes in order to solve implementation and customer service issues; respond to critical production events, and recommend actions to improve customer experiences; serve our team as a subject matter expert, including mentoring subordinate Support Engineers. The engineer will interact daily with other team members to ensure that a quality product is delivered in a timely manner. This role will work in a UNIX environment in our Software Solutions organization, whose products and services help our solutions empower small to mid-size banks and financial institutions to offer their customers online and mobile solutions to help their customers manage their money.

  • Ownership of technical troubleshooting and resolution for critical production events, providing technical analysis and insight into the current condition and recommended solution.
  • Facilitate solution with appropriate departments and individuals and communicate status to stakeholders within and external to the organization.
  • Participation in the subsequent analysis to determine the source of the issue and a recommended plan to avoid it in the future.
  • Analysis of key customer service and implementation issues and subsequent recommendations for modifications to the application, DPV interfaces, or internal procedures that will improve the production environment.
  • Support after-hours critical incidents by troubleshooting and/or working with other internal or external teams to drive issues to resolution.
  • Create needed scripts for data-gather and analysis for production issues.
  • Slave Upgrades - Supports new and existing DPV upgrades and releases.
  • Provides direct support to Customer Service, Engineering, Product Management, QA.
  • Provides technical documentation including application installation procedures and technical training.
  • Documentation of Production Support plans and procedures in reference to diagnosis and resolution of issues, communications, and standards.
  • Documentation of Technical Support standards and technical procedures in reference to troubleshooting, diagnosis, and resolution of issues.
  • Ongoing education of Technical Support Engineers in reference to diagnostic efficiency and accuracy, technical skills improvement, effective troubleshooting, and problem resolution.

Along with your outstanding drive for accomplishment, the successful incumbent will bring with them:
  • Must have some related software engineering/application troubleshooting experience in application development and information systems, editing and inserting. Financial institution and data process vendor interface knowledge is preferred.
  • Required experience with UNIX, SQL (Informix in particular), basic HTML, and Java Script.
  • Understanding of technical software support processes.
  • Must have excellent oral and written communication skills, a strong customer orientation and good organizational skills.
  • Individual must be process orientated, self-motivated and somewhat creative.
Visit our careers site for a list of the benefits offered in your region in addition to a competitive base salary and strong work/family programs.

EEO Statement
Integrated into our shared values is Client's commitment to diversity. Client is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential. We believe in understanding and respecting differences among all people. This concept encompasses but is not limited to human differences with regard to race, ethnicity, religion, gender, culture and physical ability. Every individual at Client has an ongoing responsibility to respect and support a globally diverse environment.
Statement to Third Party Agencies

Client only accepts resumes from agencies on the Client preferred supplier list. Please do not forward resumes to our applicant tracking system, Client employees, or any Client facility. Client is not responsible for any fees or charges associated with unsolicited resumes
Employee Status:
Job Level:
Individual Contributor
More Information About the Job
Is Relocation Available?

Is there a bonus structure?

Are you open to sponsorship?

This position is:
New Position

Is there a possibility to work remote?

Is there equity?

Are there flexible work hours?

Does this position have direct reports?

Who does this position report to?
SW Support Manager

What are the 3-4 non-negotiable requirements on this position?
Position is available in Duluth AND Athens. DO NOT SUBMIT if candidate does not have: -Unix Experience -HTML Experience -SW Support Experience -JavaScript Experience If candidate is for the Duluth location - comfortable with working in the Duluth location and moving to the Midtown location in 2018. If candidate is for the Athens location, they would consider a new grad without work experience in unix.

What is exciting about this opportunity? Please use this section to describe team and company culture.
Digital Insight as world-class banking innovations. Working with applications that have been recognized in the industry as being great.