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About The Role
A Typical Day
As a Support Engineer at Origin, you play a crucial role in ensuring the seamless operation of our software systems, embodying the mission to make wealth management accessible and stress-free for everyone.
Your day is a mix of challenges and opportunities to impact our technology and customer experience significantly:
Proactive Monitoring:
Start your day by checking the health of our systems, ensuring everything runs smoothly and identifying potential issues before they escalate.
Issue Resolution:
Dive into solving complex support tickets, using your technical skills and creative problem-solving to find solutions.
Collaborative Efforts:
Engage with the engineering and customer success teams to discuss ongoing issues, share insights, and plan for improvements.
Knowledge Sharing:
Document your findings and solutions and contribute to our knowledge base to help streamline future support efforts.
Customer Interaction:
Provide exemplary customer service, communicating clearly and empathetically with users facing issues, guiding them through to resolution.
Continuous Learning:
Dedicate time to learning new technologies, tools, and best practices to stay ahead in your role and contribute to our team's growth.
MUST-HAVE
Technical Support Savvy:
You bring experience in providing technical support for software services, adept at addressing both internal and external customer needs with efficiency and empathy.
SQL and Database Proficient:
Your skill set includes a strong proficiency in SQL and familiarity with both relational and non-relational databases, enabling you to navigate and query data effectively.
Coding Competence:
You possess expertise in at least one coding language (C#, Python, etc.
), allowing you to troubleshoot, understand, and work within the software environment you'll be supporting.
Communication Specialist:
Solid verbal, written, and interpersonal communication skills are second nature to you, essential for working with our team and assisting users with technical issues.
Tool Mastery:
Experience with task and ticket management tools such as Zendesk or Jira, and performance/error monitoring tools like Sentry, equips you to manage and diagnose issues efficiently.
Remote-Ready:
You are capable of working effectively in a remote setting, ensuring overlap with our core hours from 8 AM to 4 PM PST to facilitate seamless collaboration.
Fluent in English:
Advanced or native proficiency in English is essential to communicate effectively within our diverse, global team.
NICE-TO-HAVE
Coding Skills:
Having experience in more than one of the following coding languages: C#, TypeScript, or Python, is highly valued, offering a broader perspective and versatility in addressing technical challenges.
Development Background:
Prior experience as a software developer enriches your understanding of software architecture and development cycles, providing a deeper foundation for troubleshooting and support.
Financial Sector Acquaintance:
Experience with benefit or financial market sectors offers a contextual understanding of our user's needs and challenges, enhancing your ability to provide relevant and impactful support.
Process and Incident Management Know-How:
Familiarity with process and incident management practices improves our team's effectiveness in responding to and resolving issues, keeping our systems running smoothly.
Cloud and DevOps Proficiency:
Knowledge of AWS, cloud infrastructure, or DevOps practices is a significant plus, equipping you with the skills to support our cloud-based services and contribute to the efficiency and scalability of our software systems.
Habilidades Obrigatórias:
SQL, C#
Habilidades Desejáveis:
Jira
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