Technical Support Engineer 2

US Customer Interaction

Responsibilities (Other duties may be assigned.)

• Attain a good understanding of customer systems and integrations to aid with triage and problem resolution in production.
• Deploy FINEOS solutions in AWS and on-premises as well as having a general understanding of the build and deployment process for triaging of internal issues
• Understanding and manipulating the data model at a database level to provide root cause analysis.
• Possessing the necessary technical expertise to implement solutions supported by RCA when required
• Deploy FINEOS solutions locally or on remote machines to aid in the triage and RCA process
• Engage with customers in communicating issue status and plan for resolution. Ensure all communications are well considered.
• Responsible for problem management, problem solving and internal escalations.
• Contribute to ongoing process improvement.
• Customer Support Request (SR) resolution - ensuring SRs are further investigated (and reproduced where possible) after Level 1 has performed triage, debugged, resolved and released to the customer for validation. Involves liaising with external customer support and technical functions as well as internal FINEOS personnel.
• Ensure that customer problems are actioned, completed, and brought to resolution in accordance with SLAs.
• Identify root cause analysis (RCA) of customer issues by technical triage and functional analysis
• Maintain a strong level of knowledge of the FINEOS product suite (technical and functional) to aid the support process and for SR resolution.[CF1]
• Willingness to take ownership of significant elements of an overall solution

Education and/or Experience

• Bachelors or Masters degree in Computer Science, Management Information Systems, Engineering, Mathematics/ Statistics/ Sciences (or related) disciplines
• 5+ years of experience in a production support engineering role
• 5+ years of experience working on software implementations
• Experience of working remotely in a vendor environment on client sites [CF2]
• Experienced in providing regular project and team feedback, as well as measurable opportunities for improvement.
• Experienced using Jira Service Management and Confluence[CF3]

Knowledge, Skills and Abilities

• Ability to understand and use technologies involved in customer solutions to increase problem solving capability and be an effective intermediary between Level 1 and internal FINEOS staff on technical problems that surpass the technical depth of the issue.
• Strong analysis, design & solutioning skills and able to provide sound direction.
• Excellent documentation skills
• Proven complex technical problem-solving skills[CF4]
• Strong communication skills and proven ability to deliver without direct supervision [CF5]

Technical Skills

• Technologies: Java, including J2EE technologies such as JSP, AngularJS, Node js, JNDI, Cloud(AWS), AWS Services
• Application servers: Websphere,Tomcat, JBOSS
• Databases: DB2, Oracle, SQL Server, Aurora
• Development Tools: Apache Ant, Maven, Junit, Eclipse, Subversion, Jenkins, Docker, Gradle, GIT
• Experience using middleware and integration technologies such as SOAP/HTTP, RESTful, WebsphereMQ, SOA, AquaLogic (Oracle Service Bus)