Tier 2 Technical Support Specialist

REPORTING MANAGER: Director of Product Operations 

RESPONSIBILITIES:

Functional Responsibilities:

• Work directly with financial institutions’ technology experts 
• IT networking and security experts to troubleshoot and resolve reported networking and integration issues 
• system admins to troubleshoot integrations with core banking, loan-origination and other systems
• Pinpoint and visualize bugs and failures using detailed server logs
• Mentor the Level 1 Support team as they triage, diagnose and resolve support tickets
• Create and update instructions, procedures and customer-visible help articles in Confluence
• Prioritize bugs affecting customers, contain them with workarounds, and champion fast fixes by Engineering
• Drive product enhancements that will accelerate and facilitate customer self-onboarding and self-support
• Create dashboards and alerts of problems so that we can resolve them before customers even see them

Technical Knowledge :

• Abstract reasoning techniques to correctly diagnose problems, create workarounds, and help developers to implement root-cause fixes
• Networking, including troubleshooting with Fiddler, VPN set-up (AWS preferred), SFTP, certificates, HTTPS traffic, proxies and whitelisting
• WebRTC for video
• SSO using SAML
• Experience supporting software running in Amazon AWS
• Excellent communication skills (both written and verbal)
• Proven ability to manage multiple concurrent tasks and customer issues, multi-tasking and meet deadlines
• Product Lifecycle and Software Development Lifecycle

Tools and software :

• Fiddler network traffic analysis
• Kibana log analysis
• Jack Henry Symitar, Corelation Keystone, Fiserv DNA and other core banking systems
• Alkami, Q2, NCR Digital Insights and other online banking applications
• AWS VPN, SFTP and Certificate Manager
• Microsoft ADFS, Ping, Okta and other SSO integrations
• User/Customer Knowledge - Jira Service Management
• Software Development Life Cycle - Jira
• AWS QuickSight for data visualization and analysis
• Flowcharting & diagramming - Draw.io

Security Responsibilities :

• Ensure the highest levels of security for external and internal communications
• Strict adherence to Eltropy’s policies and procedures related to security, confidentiality, availability, and privacy;
• Attend all training and awareness sessions related to security;
• Reporting security events and incidents promptly through available channels of Eltropy
• Adherence to approval and authorization process while handling, accessing, sharing, storing, or processing Eltropy’s confidential information or data; personal data, or customer information
• Be responsible and accountable for handling sensitive information, protecting access credentials, managing data and information, etc.

QUALIFICATION, SKILLS & EXPERIENCE:

Qualifications: 

• Bachelor's degree in a Computer Science related field or equivalent practical experience
• Understanding of networking and cloud computing 

Skills:

• Critical thinking ability - Passion to do whatever it takes to solve complex problems and build scalable processes
• Be able to work independently; anticipating and resolving problems. 
• Highly organized with strong project management skills and attention to detail
• Adept at analyzing large sets of data to generate meaningful insights 
• Possess strong decision-making and prioritization skills
• Motivated towards working in a startup environment

Experience :

• Prior work experience of 4+ years in Enterprise SaaS companies in a support capacity
• Working with or in a credit union 
• Working with mobile and web applications in the B2B space
• Working with remote, global, and cross-functional teams and an understanding of SaaS business models
• Participation in parts of the software development lifecycle

PERFORMANCE GOALS :  

Quantitative - 

• Business Goals
  • Quantity of integrations in progress
  • Age of integration in progress
• Service Goals
  • Jira Ticket average time to pick up
  • Jira Ticket average time to transfer/resolve
  • Jira Ticket count 

Qualitative - 

• Problem solving
• Leadership
• Collaboration
• Innovation
• Prioritization 
• Responsiveness - Internal and external

Succession plan :

• Product Operations Manager

Benefits & Perks:

Medical, Dental & Vision benefits

Available 401k plan with company match(subject to eligibility requirements)

Robust PTO offerings including: major holidays, unlimited vacation, sick, personal, & volunteer time

About Eltropy (www.eltropy.com) - 

Eltropy is a rocket ship FinTech on a mission to disrupt the way people access financial services. Eltropy enables financial institutions to digitally engage in a secure and compliant way. Using our world-class digital communications platform, community financial institutions can improve operations, engagement and productivity. CFIs (Credit Unions and Community Banks) use Eltropy to communicate with consumers via Text, Video, Secure Chat, co-browsing, screen sharing and chatbot technology — all integrated in a single platform bolstered by AI, skill-based routing and other contact center capabilities.

Eltropy Values: 

-No Fear - Tell the truth

-Customers are our North Star

-Nothing is impossible.

-Results driven by Loyalty

-We are a Family of Owners

Eltropy is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, disability, sex, sexual orientation, gender identity, or national origin. Nothing in this job posting should be construed as an offer or guarantee of employment.