This role is essential for customer success. Responsible for supporting our existing customers on our multi-tenant
SaaS platforms. Responsible for the enforcement of policy and procedures for the team to ensure the timely and
accurate processing of technical requests from brokerages, clients and vendors on a daily basis. He/She will
assist the team to gather and analyze data to identify problem areas, investigate issues, determine root causes
and repair problems, utilizing tools such as SQL, Excel and various scripting languages like Python and Perl.
Works on complex assignments and often multiple phases of a project. In return, you will be part of a growing
engineering group who deal with technically challenging work who are continually striving to improve the service
we offer. The is primarily an office-based role for collaboration with our various engineering teams
Responsibilities
Serves as backup for the Technical Operations Manager and act as escalation point of contact for
application support teams.
Supervise and manage a team of support engineers to provide effective and timely day-to-day application
support, advice, guidance and timely problem resolution to achieve operational outcomes.
Manage day-to-day work activities of the team, including assigning, monitoring & prioritizing support tickets
(JIRA) ensuring SLA/OLA has been met covering 24/7 shifts.
Work closely and collaborate with developers, QA, Release and Implementation teams for timely resolution
and to enhance customer experience.
Implement cross function training and job shadowing / knowledge sharing among the team members.
Maintaining and updating technical documents, knowledge base articles and procedures
Innovation and analytical skills to generate viable option and develop solutions to diverse workspace
issues and take responsibility for outcomes.
Contribute to scrum sessions and the overall improvement in our technical support process and represent
Technical Support Teams on global platforms within MCO.
Providing pre and post technical support for major SaaS releases and occasional shift rotations.
Provides technical direction, understands vision, goals and direction of the team.
Communicates project plan information, objectives, and deliverables to the team.
Identifies opportunities for continuous improvement.
Experiences and Skills
7 - 10 years of experience in Application Support for enterprise products (L3)
Excellent written and verbal communication skills
Working SQL and Linux/Unix knowledge
Java, GIT, IntelliJ, JIRA/Zendesk/Bitbucket, Jenkins
JBoss Application Server, Apache, and Oracle
JSP, CSS, XML, HTML, AngularJS Skills to provide FTP setup, support and troubleshooting for data
transfer using protocols such as FTP, FTPS, SFTP and PGP encryption
