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3 days ago
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Senior Support Engineer


Salary band: $10k - $15k
Location: North America, United States, Colorado
Job type: Permanent
Contact: Avoka (USA), Inc.
Category: Engineer
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Job Description:

Fintech is one of the hottest sectors in technology today. Attracting billions in investment every quarter to help banks digitize their business models. Avoka is one of the hottest companies in Fintech and based here in Colorado:KPMG Top 10 fintech innovatorsInc. Magazine 22 fintech starters to watchFinovate 3 times best of show winnersCelent Model Bank Awards AND WE ARE HIRING!!! You will have the opportunity to learn new skills, work on public facing web and mobile solutions like Account Opening, Mortgage Applications and Wealth Management for some of the largest financial institutions in the US and globally. We're helping banks, wealth managers and insurers become easier to do business within the digital age. You can be part of the fintech revolution! The Role: Due to increased demand globally for our products and services, we are looking to add an experienced Support Engineer to the team. The candidate is expected to take ownership of assigned support tickets and be required to work collaboratively with other team members to provide triage / diagnosis of customer / partner reported issues or questions and resolve problems and suggest workaround or code fixes where required. The Senior Support Engineer will log and escalate product issues where appropriate with the escalation team and development. The candidate will report to the Regional Client Services Director and work closely with other teams both locally and globally. Please note that this is not a development role, it is important that candidates with a development background can show clear evidence of having supported a major enterprise application and want to build a career in support. Your Major Responsibilities: As part of the Global Client Services team you will contribute to our clients' success by:Respond to customer / partner raised incidents and undertake actions to successfully manage resolution within performance targetsAanalyze, research, replicate and resolve reported client / partner issuesPerform and document root cause analysis of problems identified Helping to configure new client / partner installationsAssisting clients in developing their transactions and serviceProvide proactive solutions and strategies to maximize service qualityFollow through on solutions offered to ensure client acceptanceMaintain strong and positive client interactionsWork hands on with the system to configure and test it to ensure that client issues can be resolvedManage issues and track timeline of development deliverables, and stay informed of progressLiaise with the global teams to provide a world class support serviceParticipate in team learning and knowledge sharing activitiesUnderstand the existing technical architecture and infrastructure of the application and maintain the highest level of expertiseAct as the gate keeper when transitioning projects from deployment into support ensuring collateral and knowledge is transferred.Identify service improvements, track status and implement action in alignment with appropriate teams.Track support service performance and demonstrate improvements in key areasProvide regular reports on Support performance and KPIs Your Minimum Qualifications: Degree level education in Computer Science, Math or similar IT related subject or with IT/CS as a major component (e.g. IT with Management etc.)Demonstrable experience of Java and Javascript, Groovy, HTML, CSS, XMLMust have experience working in a technical application support role for a software product companyMust have a minimum of 5 years of technical application support experienceKnowledge of full life cycle software developmentMust have excellent verbal and written communications skillsThe ability to research and learn new technologies quicklyStrong experience in supporting, troubleshooting and/or implementing Java and Web-based enterprise applicationsUnderstand and engage with complex issues, environments and products and work to resolve issues independently and effectivelyStrong structured and analytical triage, diagnostic, and problem-solving skillsAbility to learn new skills quickly and independentlyMust have interpersonal skills to interact appropriately with clientsAbility to work as part of a global teamMust be curious, flexible and self-motivated with the ability to work independently and take ownership to follow assignments and issues through to resolutionMust be able to work under pressure on time-sensitive issues in a multi-tasking environmentAbility to handle multiple client issues and projects simultaneously, often against tight very deadlinesITIL certified an advantageFinancial services experience an advantageMust be flexible in order to provide out of hours support to clientsHome-office with high speed internet connectionUS or Canadian Citizen or Permanent Resident Reports To: Director, Client Services for North America Location of Position: Broomfield, CO. (Preferred), Remote for right candidate Avoka is a Great Place to Work! In addition to a competitive salary, full benefits (health, dental, vision), 401k matching, a culture of learning and working with the latest technology, we also support a work-life balance and enjoy having fun amidst the chaos! Avoka (USA), Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.

Company Description:

pany:
Avoka has created digital sales software for banks, financial institutions and government agencies, allowing them to acquire and service customers on digital and mobile devices. Leading banks use Avoka software for their "apply online" processes for credit cards and account opening. Headquarters are in Sydney and Denver, with significant operations in the UK.

Avoka is a multi-award winning organisation including three "Best in Show Awards" at Finovate voted for by the audience; Citi Mobile Challenge Customer Experience Award; and named one of the "Top 10 Fintech Emerging Stars" at Finovate by KPMG.
Job Description:

Fintech is one of the hottest sectors in technology today. Attracting billions in investment every quarter to help banks digitize their business models. Avoka is one of the hottest companies in Fintech and based here in Colorado:KPMG Top 10 fintech innovatorsInc. Magazine 22 fintech starters to watchFinovate 3 times best of show winnersCelent Model Bank Awards AND WE ARE HIRING!!! You will have the opportunity to learn new skills, work on public facing web and mobile solutions like Account Opening, Mortgage Applications and Wealth Management for some of the largest financial institutions in the US and globally. We're helping banks, wealth managers and insurers become easier to do business within the digital age. You can be part of the fintech revolution! The Role: Due to increased demand globally for our products and services, we are looking to add an experienced Support Engineer to the team. The candidate is expected to take ownership of assigned support tickets and be required to work collaboratively with other team members to provide triage / diagnosis of customer / partner reported issues or questions and resolve problems and suggest workaround or code fixes where required. The Senior Support Engineer will log and escalate product issues where appropriate with the escalation team and development. The candidate will report to the Regional Client Services Director and work closely with other teams both locally and globally. Please note that this is not a development role, it is important that candidates with a development background can show clear evidence of having supported a major enterprise application and want to build a career in support. Your Major Responsibilities: As part of the Global Client Services team you will contribute to our clients' success by:Respond to customer / partner raised incidents and undertake actions to successfully manage resolution within performance targetsAanalyze, research, replicate and resolve reported client / partner issuesPerform and document root cause analysis of problems identified Helping to configure new client / partner installationsAssisting clients in developing their transactions and serviceProvide proactive solutions and strategies to maximize service qualityFollow through on solutions offered to ensure client acceptanceMaintain strong and positive client interactionsWork hands on with the system to configure and test it to ensure that client issues can be resolvedManage issues and track timeline of development deliverables, and stay informed of progressLiaise with the global teams to provide a world class support serviceParticipate in team learning and knowledge sharing activitiesUnderstand the existing technical architecture and infrastructure of the application and maintain the highest level of expertiseAct as the gate keeper when transitioning projects from deployment into support ensuring collateral and knowledge is transferred.Identify service improvements, track status and implement action in alignment with appropriate teams.Track support service performance and demonstrate improvements in key areasProvide regular reports on Support performance and KPIs Your Minimum Qualifications: Degree level education in Computer Science, Math or similar IT related subject or with IT/CS as a major component (e.g. IT with Management etc.)Demonstrable experience of Java and Javascript, Groovy, HTML, CSS, XMLMust have experience working in a technical application support role for a software product companyMust have a minimum of 5 years of technical application support experienceKnowledge of full life cycle software developmentMust have excellent verbal and written communications skillsThe ability to research and learn new technologies quicklyStrong experience in supporting, troubleshooting and/or implementing Java and Web-based enterprise applicationsUnderstand and engage with complex issues, environments and products and work to resolve issues independently and effectivelyStrong structured and analytical triage, diagnostic, and problem-solving skillsAbility to learn new skills quickly and independentlyMust have interpersonal skills to interact appropriately with clientsAbility to work as part of a global teamMust be curious, flexible and self-motivated with the ability to work independently and take ownership to follow assignments and issues through to resolutionMust be able to work under pressure on time-sensitive issues in a multi-tasking environmentAbility to handle multiple client issues and projects simultaneously, often against tight very deadlinesITIL certified an advantageFinancial services experience an advantageMust be flexible in order to provide out of hours support to clientsHome-office with high speed internet connectionUS or Canadian Citizen or Permanent Resident Reports To: Director, Client Services for North America Location of Position: Broomfield, CO. (Preferred), Remote for right candidate Avoka is a Great Place to Work! In addition to a competitive salary, full benefits (health, dental, vision), 401k matching, a culture of learning and working with the latest technology, we also support a work-life balance and enjoy having fun amidst the chaos! Avoka (USA), Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.

Company Description:

pany:
Avoka has created digital sales software for banks, financial institutions and government agencies, allowing them to acquire and service customers on digital and mobile devices. Leading banks use Avoka software for their "apply online" processes for credit cards and account opening. Headquarters are in Sydney and Denver, with significant operations in the UK.

Avoka is a multi-award winning organisation including three "Best in Show Awards" at Finovate voted for by the audience; Citi Mobile Challenge Customer Experience Award; and named one of the "Top 10 Fintech Emerging Stars" at Finovate by KPMG.

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