SW Engineer III

YOU ARE:

Passionate about technology, enjoy solving complex problems, and thrive in a fast-paced, customer-focused environment.

Whether it’s resolving a bug, answering a technical question, or helping customers optimize their experience, you use your critical thinking and technical expertise to deliver solutions that keep our customers happy and productive.

We are seeking a talented and dedicated Support Engineer to join our dynamic Product team and provide exceptional technical support (Level 3) for our cutting-edge software products.

As a Support Engineer within the Product team, you will be at the forefront of customer success, tackling and solving complex technical challenges that our users encounter.

You will be responsible for diagnosing intricate issues, identifying the root causes, and providing clear, actionable solutions, fixes and enhancements.

Curious? Read on. We’re looking for software engineers like you.

PEOPLE DESCRIBE YOU AS:

• Someone who just gets it. You see the big picture and how everything—and everyone—works together from start to finish, but also the small details and the possible ‘whys’ behind the problem symptoms.
• Problem solver. From complex business case to complex technical specification you listen, understand and home in on where the issue really is.
• Passionate about product quality, performance, resiliency and customer satisfaction, while understanding the trade-off between time and perfection.
• People see you as innately curious with a desire to explore different approaches and apply them to new problems.
• The one everyone wants on their team. You simply bring out the best in other people.

YOU CAN EXPECT TO:

• Support high-quality large-scale applications that adhere to ever increasing demands of availability, reliability, security, and performance that enable an optimal consumer experience as a strong individual contributor and/or mentor
• Provide level 3 technical support to end users, internal and external, responding to issues related to Problem/Incident Management, Release/Deployment, Operational Readiness, Application Monitoring and Production Governance.
• Solve customer elevations under tight SLA deadlines
• Root cause and problem resolution follow-up
• Debug and fix customer issues by analyzing java code, complex sql queries & stored Procedures, product configuration and deployment topology.
• Participate in discussions with customer and/or product management to identify gaps and improvements in the Product to meet customer needs, then implement those enhancements.
• Work closely with Software Management Teams, Production Support Teams, Development & Testing Teams in supporting Integrated / Independent releases, software/hardware upgrades, server upgrades.
• Communicate with all lines of business and management the overall status and health of the application, contribute to automation, analysis, developing shared/common solutions, proactively identify cross functional or technical issues.
• Interact with external teams and demonstrate empathy to situations and challenges.
• Actively participate and collaborate as SME in discussions with Product Management, Architects, Product Owner, Developers, Scrum master and Engineering management.
• Foster good communication and productive relationships with Product Management, Engineering Management, NCR Atleos Professional Services Project team members, Customer support team members, and other Business Stakeholders.
• Look for efficiency improvement in productivity
• Drive & live by the culture of innovation resulting in highly efficient team and improving operational efficiency.
• Contribute to improve the Support processes and improve the level of automation.
• Strong business acumen, communication, and presentation skills
• Learn and use technologies based on project and work need.

YOU HAVE:

• A Bachelor’s degree in Information Technology, Computer Science, Computer Engineering or related field or equivalent experience.
• 8 + years of relevant IT experience (SDLC- Waterfall / Agile, Production/Application Support)
• Proven expertise in Java/J2EE, OOPS, Advanced Java programming, Socket communication, Spring, web services - SOAP & REST, Camel, secure coding, JMS, HSM, Tomcat, REST API, JavaScript, SQL/PL-SQL, UNIX, Web Services, Web Logic 10.x or above, JMS and databases like Oracle, PostgreSQL, MSSQL
• Exposure to Banking and financial industry
• Experience troubleshooting, analysis, research, and resolution using advanced query, programming skills, conduct root cause analysis, and identify mitigations/risk
• Experience with Real-time restoration, triaging of issues impacting technical services (application/infrastructure) to bank customers and partners in a timely manner while keeping partners advised of significant progress or challenges during the restoration period
• Ability to assess initial severity, gather impacts, creates tickets (REMEDY), engage necessary support teams, and escalate as necessary to ensure timely restoration
• Experience with on call support for triaging problems, coordinating with various support teams across the organization and carryout activities related to incident and problem management
• Ability to suggest, implement ideas for enhancing the customer experience and implement best practices for cost saving
• Flexible to work for extended hours and on weekends as needed to handle high priority issues
• Must be willing and able to express new ideas, concerns, and opinions directly to wider team in team meetings face-to-face and via remote-working tools
• Ability to deal with complex information, processes, and relationships to derive a simple solution
• Good ability to navigate ambiguity and quickly establish credibility
• Excellent spoken and written English complete with clear oral communication skills
• Experience in Change management and Incident management tools
• Developed communication and diplomacy skills are required to guide, influence, and convince others, in particular colleagues in other areas and occasional external customers
• Practical problem solving and strategic thinking skills
• Demonstrated leadership, interpersonal skills and relationship building skills
• Familiar with JIRA or similar issue management and tracking systems
• Experience working in a SAFe & Kanban methodology.