Technical Support Engineer

About the position

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

• 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.
• Willingness to take ownership of significant elements of an overall solution.

Requirements

• 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
• Experienced in providing regular project and team feedback, as well as measurable opportunities for improvement.
• Experienced using Jira Service Management and Confluence.