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SW Support Engineer - Troubleshooting/Deployment
Ref No.: 17-01191
Location: San Jose, California
Job description
Title: SW Support Engineer - Troubleshooting/Deployment

Location: 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.
Desired Skills and Experience

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.