Production Support Engineer

Experience Range: 5-7 yrs

Mode: Remote

Shift: 9 PM-6 PM

Do you want to help transform the global economy? Join the movement disrupting the financial world and changing how businesses gain access to the working capital they need to grow. As the largest online platform for working capital, we serve over one million businesses in 160 countries, representing more than $10.5 trillion in annual sales. Headquartered in Kansas City, C2FO has more than 600 employees worldwide, with operations throughout Europe, India, Asia Pacific, and Australia.

Here at C2FO, we value the quality of our technical solutions and are passionate about building the right thing, the right way to best solve the problem at hand. But beyond that, we also value our employees' work-life balance and promote a continuous learning culture. We host bi-annual hackathons, have multiple book clubs focused on constant growth, and embrace a remote-first working environment. If you want to work at a place where your voice will be heard and can make a real impact, C2FO is the place for you.

About The Position

A production software support engineer at C2FO will use their technical knowledge and specialized skills to support and improve the end users’ experience. They can manage complex issues with minimal guidance that impact various regions throughout the globe. They can resolve customer issues on time, provide alternative solutions if development engagement is required, and effectively communicate with stakeholders.

The Production Software Support Engineer is continuously learning. They keep an eye out for new and existing tools that can help the Production Software Support role. They also stay informed on updates and changes in the systems that they support by observing changes in baselines, reading team/product/engineering updates and releases, and attending relevant meetings.

The person in this role is continuously improving their troubleshooting skill sets. They seek opportunities to improve existing processes, create efficiencies with existing day-to-day work, and provide meaningful feedback to the Manager.

The Production Software Support Engineer is successful when the customers they support are confident in the assistance they receive; they develop new and meaningful skills to improve their contributions to the team and have a sense of ownership of their role and the impact they provide to the organization. Ultimately, this role serves as a knowledge resource to various internal personnel and seeks to constantly improve the support experience.

Essential Duties

• 4 - 6 years of experience required.
• Contribute to the improvement of departmental and operating efficiencies by participating in developing standards and procedures and initiating and promoting new concepts and ideas.
• Create and direct software system testing procedures, documentation, and programming to ensure all software is properly developed and regularly tested for quality assurance.
• Troubleshoot complex software problems
• Collaborate with internal teams and customers to investigate and come up with solutions
• Research and implement automation tasks, process improvements, and tools that help make team operations more efficient
• Serve as the first point of issue resolution
• Ability to explain complex concepts in simple terms both verbally and in writing
• Ability to manage multiple ongoing issues and priorities
• Demonstrate a sense of urgency with the ability to focus and prioritize issues
• Partner with internal users and express empathy
• Monitor and respond to communication channels, including but not limited to Slack channels, emails, and Jira tickets
• Contribute to and assist with QA processes that might include test script improvements, test automation contributions, and urgent communication of potential software issues
• Create, edit, and distribute internal documentation, including how-tos, technical documentation, knowledge transfers, and process documentatio
  
  

Basic Qualifications

• Required Technical Skills:
• SQL database investigation
• Reading system logs and interpreting errors
• Helpful, but not required technical experience:
• Knowledge of APIs
• Knowledge of Distributed Systems
  
  

Tools we use that would be a plus if you have experience:

• Jira
• Datadog
• Datagrip
• PostMan
• GitHub
  
  

Benefits

At C2FO, we care for our customers and people the vital human capital that helps our customers thrive. That's why we offer a comprehensive benefits package, flexible work options for work/life balance, volunteer time off, and more. Learn more about our benefits here. (https://www.c2fo.com/amer/us/en-us/about-us/careers)

COMMITMENT TO DIVERSITY AND INCLUSION

As an Equal Opportunity Employer, we value diversity and equality and empower our team members to bring their authentic selves to work daily. We recognize the power of inclusion, emphasizing that each team member was chosen for their unique ability to contribute to the overall success of our mission. Our goal is to create a workplace that reflects the communities we serve and our global, multicultural clients.

We do not discriminate based on 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 decisions are based on qualifications, merit, and business needs.