Technical Support Engineer

Summary

We are currently recruiting for the role of Technical Support Engineer. The successful applicant will provide support in a technical capacity, for our production customers in the FINEOS Cloud. This role requires constant communication and collaboration with customers, but primarily focuses on resolving customer issues encountered in their production environments:

Responsibilities (Other duties may be assigned.)

• Attain a good understanding of customer systems and integrations to aid with triage and problem resolution in production.
• Deploy FINEOS solutions in AWS and on-premises as well as having a general understanding of the build and deployment process for triaging of internal issues
• Understanding and manipulating the data model at a database level to provide root cause analysis.
• Possessing the necessary technical expertise to implement solutions supported by RCA when required
• Deploy FINEOS solutions locally or on remote machines to aid in the triage and RCA process
• Engage with customers in communicating issue status and plan for resolution. Ensure all communications are well considered.
• Responsible for problem management, problem solving and internal escalations.
• Contribute to ongoing process improvement.
• Customer Support Request (SR) resolution - ensuring SRs are further investigated (and reproduced where possible) after Level 1 has performed triage, debugged, resolved and released to the customer for validation.  Involves liaising with external customer support and technical functions as well as internal FINEOS personnel.
• Ensure that customer problems are actioned, completed, and brought to resolution in accordance with SLAs.
• Identify root cause analysis (RCA) of customer issues by technical triage and functional analysis
• Maintain a strong level of knowledge of the FINEOS product suite (technical and functional) to aid the support process and for SR resolution.[CF1] 
• Willingness to take ownership of significant elements of an overall solution 

Education and/or Experience     

• Bachelor’s or Master’s degree in Computer Science, Management Information Systems, Engineering, Mathematics/ Statistics/ Sciences (or related) disciplines 
• 5+ years of experience in a production support engineering role
• 5+ years of experience working on software implementations
• Experience of working remotely in a vendor environment on client sites [CF2] 
  • Experienced in providing regular project and team feedback, as well as measurable opportunities for improvement.
• Experienced using Jira Service Management and Confluence[CF3] 

Knowledge, Skills and Abilities

• Ability to understand and use technologies involved in customer solutions to increase problem solving capability and be an effective intermediary between Level 1 and internal FINEOS staff on technical problems that surpass the technical depth of the issue.
• Strong analysis, design & solutioning skills and able to provide sound direction.
• Excellent documentation skills
• Proven complex technical problem-solving skills[CF4] 
• Strong communication skills and proven ability to deliver without direct supervision [CF5] 

Technical Skills

• Technologies: Java, including J2EE technologies such as JSP, AngularJS, Node js, JNDI, Cloud(AWS), AWS Services
• Application servers: Websphere,Tomcat, JBOSS
• Databases: DB2, Oracle, SQL Server, Aurora
• Development Tools: Apache Ant, Maven, Junit, Eclipse, Subversion, Jenkins, Docker, Gradle, GIT
• Experience using middleware and integration technologies such as SOAP/HTTP, RESTful, WebsphereMQ, SOA, AquaLogic (Oracle Service Bus) 

Language Skills

• Ability to speak the English language proficiently, both verbally and in writing.

Travel Requirements

No travel required

Work Environment 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• Employee works primarily in an office environment, within a well-ventilated area, and are exposed to moderate noise levels.
• May be exposed and/or work with chemicals as listed in our MSDS book.

OR

• Employee works primarily in a home office environment.
• The home office must be a well-defined work area, separate from normal domestic activity and complete with all essential technology including, but not limited to; separate phone, scanner, printer, computer, etc. as required in order to effectively perform their duties.

Work Requirements 

• 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.    

FINEOS is an Equal Opportunity Employer. FINEOS does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.