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Capital One · 2 months ago

Senior Associate, Support Engineer - Capital One Software (Remote)

United States

Full-time

Remote

Mid, Senior Level

$86K/yr - $98K/yr

3+ years exp

Capital One is a leading financial services company recognized for its innovative technology and data management solutions. They are seeking a Production Support Senior Associate to join their Software Support team, responsible for ensuring the reliability and performance of their SaaS products through advanced technical support and troubleshooting.

BankingCredit CardsFinanceFinancial Services

Comp. & Benefits

No H1B

Responsibilities

Provide advanced technical support for complex issues, addressing system and application-related challenges

Familiarity with microservices architecture, understanding how to support and troubleshoot microservices-based applications

Proficient in writing and executing SQL script to extract and analyze data

Diagnose and resolve software issues in a timely and efficient manner to meet service level agreements (SLAs)

Monitor system performance and proactively identify potential issues before they impact users

Create and maintain comprehensive documentation related to troubleshooting procedures, system configurations, and support processes

Share knowledge with team members and contribute to the development of training materials

Work closely with cross-functional teams, including software developers , product managers and platform engineers to address and resolve complex technical issues

Collaborate with Level 3 support to perform root cause analysis and contribute to long-term solutions

Communicate effectively with customers to understand and troubleshoot issues, providing timely updates and resolutions

Ensure a high level of customer satisfaction through professional and courteous interactions

Identify opportunities for automation to streamline repetitive tasks and enhance efficiency

Contribute to continuous improvement initiatives, suggesting and implementing process enhancements

Participate in on-call rotations to provide 24/7 support for major incidents

Respond promptly to emergency situations, contributing to swift resolution and minimizing downtime

Qualification

System engineeringSoftware troubleshootingPublic cloud technologiesMicroservices architectureSQL scriptingMonitoring toolsCustomer supportCollaborationDocumentationProblem-solvingCommunication