Associate Software Engineer

The primary responsibility of the Technical Support Engineer is to provide a delightful client experience by successfully managing issues that are submitted via the phone and/or ticketing system:

• Triages and resolves the issue(s), ideally without escalation
• Escalates if/ when appropriate
• Follows up on outstanding issues to help ensure a timely resolution
• Additional tasks could be added based on company needs

Job Specific Duties and Responsibilities:

• Analyze inbound client issues, prioritize, and problem solve accordingly
• Keep company leadership and appropriate team members informed of critical issues so they can be addressed immediately and effectively
• Support applications software, systems, configurations, and related computing environments
• Participate in special projects and perform disaster recovery operations when required
• Assist as needed with configuration, testing, training, and escalated implementation of products and features for clients
• Monitor critical processes to ensure they complete on time and as expected; engage team members, client representatives, and other tech resources appropriately
• Respect the sensitive nature of customer data and requests, keep all client & consumer data secure and private, and follow relevant policies, processes, and procedures
• Take an active role in suggesting process and software innovation
• Help to identify trends and provide solutions to mitigate/ eliminate re-occurrence

Required Competencies and Skills:

• Knowledge of a wide range of technologies associated with Web & mobile software
• Thorough understanding of multi-tier Web-based software solutions and the trade-offs associated with developing this technology set
• Able to prioritize multiple requests according to both urgency and importance
• Strong IT/ technical troubleshooting skills and methods
• Able to query and interact with Microsoft SQL Server databases
• Able to troubleshoot Microsoft IIS applications
• Able to configure, review, and test software for desired functional results
• Good analytical and problem-solving skills
• Understands components of computer networks, VPNs, and Certificates
• Able to troubleshoot, review system logs, and perform root cause analysis to resolve application implementation, deployment, and configuration problems
• Teamwork
• Dependable, reliable, and flexible with respect to the time of self and others
• A capable and independent self-starter who is also comfortable working in a team environment
• Ability to learn quickly and think under pressure
• Acknowledges and appreciates each team member & contributions
• Keeps track of lessons learned and shares those lessons with team members
• Ability to successfully communicate complex and technical issues with both technical and nontechnical audiences, including internal staff and clients
• Occasional interaction with IT and technical resources outside of the company may be required including clients, vendors, and 3rd party organizations
• Ability to communicate in English, both written and verbally, to both provide and consume information among various departments and team members Client Relationships
• Cultivates lasting relationships with client personnel and consistently represents client with integrity and respect
• Communicates effectively with clients to identify needs and evaluate possible solutions
• Continually seeks opportunities to increase client success and deliver the best possible user experience to their members/ consumers
• Organized, detail-oriented, results-focused, and client-obsessed
• Ability to work independently as well as in a team – works well and maintains a solid working relationship with developers, business analysts, testers, IT, and project managers
• Takes responsibility for their own development within the company
• Familiarity with standard ticket management software, performance metrics, and software support processes
• Suggests areas for improvement in internal processes along with possible solutions
• Complies with and helps to enforce standard policies and procedures

Required Experience And Qualifications:

• Bachelor’s Degree in Management Information Systems, Computer Science, Information Technology, or related training / experience
• At least 2 years’ experience in implementing and supporting digital software applications
• Must possess smart phone/ device to support user authentication applications and/or to receive various system alerts

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