Support Engineer - Lead

Fineos

51d•$120,000 - $145,000•Remote

About The Position

The Customer Support Engineer Lead is responsible for ensuring designated FINEOS customers operate with minimal disruption, and problems are resolved quickly with root cause analysis and fixes being provided where appropriate to meet the agreed Service Level Agreements (SLAs). The Customer Support Engineer Lead works closely with our customer's support and technical resources, the FINEOS Operations and Deployment Engineers, and various other internal FINEOS departments to provide 24x7 support for the customer. The Lead role manages and motivates the allocated team members to deliver a differentiated level of post-production support, including interim & annual reviews input and monitoring of goals of the team. This role generally works a standard business week, but occasional weekend work / out of hours may be required.

Requirements

College degree or equivalent work experience
6+ years of experience providing system support in a technical environment working with customers, with special focus in system performance and stability
6+ years of experience providing system support in a technical environment working with projects / customers, with special focus in troubleshooting and issue resolution.
Proven interpersonal skills with the ability to motivate and coach team members in their day- to-day roles
Excellent customer management / communication skills essential both written and verbal.
A strong decision making and prioritization skillset, with ability to operate effectively under pressure in dealing with multiple customers.
Strong appreciation of customer business impact due to application problems.
Understanding of the software maintenance release lifecycle.
Strong analysis, design & solutioning skills
Strong knowledge of specific technologies is ideal: Java, including JEE technologies such as JSP, JDBC, JNDI Application servers: Websphere, Weblogic, Tomcat, JBOSS Databases: DB2, Oracle, SQL Server AWS: CloudFormation, EC2, S3, EMR, ECS, ECR, CodeDeploy, Autoscale, Cloudwatch. Development Tools: Apache Ant, Maven, JUnit, Eclipse, Subversion, Jenkins Integration: technologies such as SOAP, REST and WS- standards
Ability to speak the English language proficiently, both verbally and in writing
Compliance with all relevant FINEOS Global policies and procedures related to Quality, Security, Safety, Business Continuity, and Environmental systems.
Travel and fieldwork, including international travel may be required. Therefore, employee must possess, or be able to acquire a valid passport.
Must be legally eligible to work in the country in which you are hired.

Nice To Haves

AWS Certified Solution Architect, SysOps Administrator, OR AWS Certified Engineer - DevOps preferred

Responsibilities

Support and mentor team members on Adherence to Cloud Operations Key Performance Indicators
1st line of contact for Issue Management escalation
Ensure process management and runbook accuracy
Engage with customers in effectively communicating issue status and plan for resolution.
Provide specific customer reports as requested.
Responsible for problem management, problem reporting and customer escalations.
Set expectations with customers relating to the Service and possible associated commercials.
Monitor patterns relating to customer release quality and cost with respective Customer Account Managers.
Provide out of hours support for bank holidays and weekends when requested.
Carry out trend analysis for all customer Software Development Lifecycle to help proactively highlight gaps in customer capabilities and solutions.