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Fineos

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4.3

based on 5 Reviews

6 Fineos Jobs

Technical Support Engineer

FINEOS

4.3

based on 5 Reviews

5-9 years

New Delhi

1 vacancy

Technical Support Engineer

Fineos

posted 2mon ago

Job Role Insights

Flexible timing

Key skills for the job

Customer Support Oracle SOA Middleware JSP J2EE Apache Tomcat

+ 3 more

Job Description

Summary

We are currently recruiting for the role of Technical Support Engineer. The successful applicant will provide support in a technical capacity, for our production customers in the FINEOS Cloud. This role requires constant communication and collaboration with customers, but primarily focuses on resolving customer issues encountered in their production environments:

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

Bachelor s or Master s 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)