Software Engineer III - Application Support

JPMorgan Chase - Chicago, IL

Full-time

Chicago, IL

Credit Intermediation and Related Activities

About the position

As a Software Engineer III at JPMorgan Chase within the Consumer & Community Bank's Global Customer Platform team, you will play a crucial role in designing and delivering technology products that are secure, stable, and scalable. This position involves providing technical support, troubleshooting issues, and ensuring operational stability across various applications. You will be part of an agile team, responsible for executing creative software solutions and enhancing the overall user experience by addressing and resolving technical challenges.

Responsibilities

• Execute creative software solutions, design, development, and technical troubleshooting.
• Provide technical and functional support to end users within the Global Customer Platform team and across multiple applications.
• Investigate issues by researching similar incidents and checking data and service logs.
• Troubleshoot issues using technology skills, including reading logs and SQL, while collaborating with partner teams.
• Document all inquiries, troubleshooting steps, and resolutions, sharing knowledge with the team.
• Take full ownership of issues raised and escalate as needed to other support and site reliability engineering teams.
• Keep users updated on the progress of issues and follow up with development teams for defects.
• Organize meetings with users to understand the issues they face with technology services.
• Identify opportunities to eliminate or automate remediation of recurring issues to improve operational stability.
• Lead communities of practice across Software Engineering to promote awareness and use of new technologies.

Requirements

• Formal training or certification in software engineering concepts and 3 years of applied experience.
• Excellent communication and call management skills.
• Hands-on experience in system design, application development, testing, and operational stability.
• Customer-focused and service-oriented with a proactive approach to providing best-in-class service.
• Experience with ticketing systems such as Service Now and Jira Service Desk.
• Advanced in one or more programming languages, with a willingness to learn new languages as needed.
• Experience with database queries.
• Awareness of change management methodologies and systems development practices.
• Advanced understanding of agile methodologies such as CI/CD, Application Resiliency, and Security and Automation knowledge.
• Proficiency in software applications and technical processes within a technical discipline.

Nice-to-haves

• Proficient in Jira reporting and Agile structuring within Jira.
• Advanced skills in presenting reportable data graphically.