Technical Support Specialist

Company: Indian / Global Digital Organization

Key Skills: Technical Support, AWS, Tech Support, SAML, Kibana, HTTPS, Application Support

Roles and Responsibilities:

Functional Responsibilities:

• Work directly with financial institutions' technology experts.
• Collaborate with IT networking and security experts to troubleshoot and resolve networking and integration issues.
• Assist system admins in troubleshooting integrations with core banking, loan origination, and other systems.
• Pinpoint and visualize bugs and failures using detailed server logs.
• Mentor the Level 1 Support team in triaging, diagnosing, and resolving support tickets.
• Create and update instructions, procedures, and customer-visible help articles in Confluence.
• Prioritize bugs affecting customers, contain them with workarounds, and champion fast fixes by Engineering.
• Drive product enhancements that facilitate customer self-onboarding and self-support.
• Create dashboards and alerts for proactive problem resolution before customers are affected.

Technical Knowledge:

• Utilize abstract reasoning techniques to diagnose problems, create workarounds, and assist developers with root-cause fixes.
• Troubleshoot networking issues, including Fiddler, VPN setup (AWS preferred), SFTP, certificates, HTTPS traffic, proxies, and whitelisting.
• Knowledge of WebRTC for video.
• Experience with SSO using SAML.
• Support software running in Amazon AWS.
• Excellent communication skills (both written and verbal).
• Proven ability to manage multiple concurrent tasks and customer issues while meeting deadlines.
• Understanding of Product Lifecycle and Software Development Lifecycle.

Tools and Software:

• Fiddler for network traffic analysis.
• Kibana for log analysis.
• Experience with core banking systems like Jack Henry Symitar, Corelation Keystone, Fiserv DNA.
• Knowledge of online banking applications such as Alkami, Q2, NCR Digital Insights.
• AWS VPN, SFTP, and Certificate Manager.
• Familiarity with Microsoft ADFS, Ping, Okta for SSO integrations.
• Experience with Jira Service Management for user/customer knowledge.
• Proficient in AWS QuickSight for data visualization and analysis.
• Flowcharting and diagramming using Draw.io.

Security Responsibilities:

• Ensure the highest levels of security for external and internal communications.
• Adhere strictly to Company's policies and procedures related to security, confidentiality, availability, and privacy.
• Attend all training and awareness sessions related to security.
• Report security events and incidents promptly through available channels at Company.
• Follow approval and authorization processes while handling sensitive information and customer data.

Skills Required:

• Critical thinking ability and a passion for solving complex problems.
• Demonstrated ability to lead ad-hoc troubleshooting calls to resolution.
• Ability to work independently, anticipating and resolving problems.
• Highly organized with strong project management skills and attention to detail.
• Adept at analyzing large data sets to generate meaningful insights.
• Strong decision-making and prioritization skills.
• Motivated to work in a startup environment.

Experience:

• Prior work experience of 2+ years in Enterprise SaaS companies in a support capacity.
• Experience working with or in a credit union.
• Experience with mobile and web applications in the B2B space.
• Familiarity with remote, global, and cross-functional teams and understanding of SaaS business models.
• Participation in various stages of the software development lifecycle.

Performance Goals:

Quantitative:

• Business Goals:
• Quantity of integrations in progress.
• Age of integration in progress.
• Service Goals:
• Jira Ticket average time to pick up.
• Jira Ticket average time to transfer/resolve.
• Jira Ticket count.

Qualitative:

• Problem-solving skills.
• Leadership capabilities.
• Collaboration effectiveness.
• Innovation in processes.
• Prioritization and responsiveness to internal and external inquiries.

Succession Plan:

• Product Operations Manager.

Education:

• Bachelor's degree in a Computer Science-related field or equivalent practical experience.
• Understanding of networking and cloud computing.