Technical Escalations Engineer
Company: Disability Solutions
Location: Seattle
Posted on: October 24, 2024
Job Description:
Position Type : Full time Type Of Hire : Experienced (relevant
combo of work and education) Education Desired : Bachelor's Degree
Travel Percentage : 5 - 10%Job DescriptionAs the world works and
lives faster, FIS is leading the way.-- Our fintech solutions touch
nearly every market, company and person on the planet. Our teams
are inclusive and diverse. Our colleagues work together and
celebrate together. If you want to advance the world of fintech,
we'd like to ask you: Are you FIS?----------About the team:--We are
the FIS Embedded Finance team, and our mission is to enable
developers across all verticals to imagine, create and monetize
financial products to profoundly transform the way the entire
financial industry consumes services. Today, it's difficult for
many businesses to build the financial products they imagine.
Whether that's launching a new credit or debit card, a savings
account, a lending business, or anything else - there are barriers
in the way, that require excessive time and effort. We make it
trivially easy for businesses to compliantly offer financial
products, and innovate on their key differentiators rather than
spend all their time building and maintaining financial
infrastructure.----About the role:As a pivotal member of our
engineering team, the Technical Escalation Engineer is dedicated to
investigating and resolving complex technical issues within our
SaaS or customer-facing software environments. This role demands a
blend of technical prowess and customer-facing skills, aiming to
address and mitigate escalations efficiently. The successful
candidate will collaborate closely with their lead to enhance our
escalation processes and improve customer satisfaction.--Note: We
have a hybrid work environment in our Seattle/Bellevue, office
unless the role or business dictates otherwise.--What you will be
doing:--
- On-call: As first line of engineering escalation, participate
in an on-call rotation and respond within defined SLAs to incoming
pages or tickets.--
- Technical Investigation: Perform detailed investigations of
escalated technical issues, employing a range of tools and
techniques including scripting, SQL queries, operational
configuration adjustments, and creating monitoring
solutions.----
- Problem Resolution: Develop and implement effective solutions
to complex technical problems, ensuring resolutions meet customer
needs and company standards.----
- Collaboration: Work alongside Customer Support, Engineering,
and other teams to ensure a coordinated approach to resolving
escalations, fostering a culture of teamwork and mutual
support.----
- Continuous Improvement: Contribute to the refinement of
escalation processes and practices, identifying opportunities for
improvement and innovation within the team's operations.----
- Documentation: Maintain thorough documentation of
investigations, resolutions, and any follow-up actions to ensure a
clear record and facilitate knowledge sharing within the
team.----
- Customer Communication: Communicate effectively with clients
and customers, providing clear updates and ensuring a positive
experience through the escalation process.--What you will need:--
- At a minimum, a Bachelor's degree or equivalent education, or
equivalent work experience.--
- Excellent communication and cross-functional collaboration
skills to thrive in a fast-paced environment.--
- Strong skills in scripting languages (e.g., Python,
JavaScript), SQL, and operational configuration.----
- Knowledge of monitoring tools and software debugging
techniques.----
- Analytical Skills: Excellent problem-solving abilities, with a
keen analytical mindset adept at diagnosing and resolving complex
technical issues.----
- Communication Skills: Strong verbal and written communication
skills, capable of effectively articulating technical details to
both technical and non-technical stakeholders.----
- Adaptability: Ability to adapt to a rapidly changing
environment and manage simultaneous projects with varying
priorities.--Added bonus if you have--
- Typical qualifications for the role are 2+ years of relevant
professional experience or equivalent advanced education.--
- Experience in a technical support or engineering role within a
SaaS or customer-facing software environment.----
- Experience in building mission critical tools for internal
users with scripting, SQL, low code, or no code technologies like
Retool.--
- Previous experience in a technical escalation role is a
plus.--
- Effective communication and collaboration skills, and a history
of collaborating effectively with your team and cross-functional
stakeholders.-----What we offer you--At FIS, we hire the best. In
return, you receive exceptional benefits including:--
- Opportunities to innovate in fintech.--
- Tools for personal and professional growth.--
- Inclusive and diverse work environment.--
- Resources to invest in your community.--
- Competitive salary and benefits.--#AtelioFIS is committed to
providing its employees with an exciting career opportunity and
competitive compensation. The pay range for this full-time position
is $84,820.00 - $138,250.00 and reflects the minimum and maximum
target for new hire salaries for this position based on the posted
role, level, and location. Within the range, actual individual
starting pay is determined additional factors, including
job-related skills, experience, and relevant education or training.
Any changes in work location will also impact actual individual
starting pay. Please consult with your recruiter about the specific
salary range for your preferred location during the hiring
process.Privacy StatementFIS is committed to protecting the privacy
and security of all personal information that we process in order
to provide services to our clients. For specific information on how
FIS protects personal information online, please see the Online
Privacy Notice.EEOC StatementFIS is an equal opportunity employer.
We evaluate qualified applicants without regard to race, color,
religion, sex, sexual orientation, gender identity, marital status,
genetic information, national origin, disability, veteran status,
and other protected characteristics. The EEO is the Law poster is
available here supplement document available hereFor positions
located in the US, the following conditions apply. If you are made
a conditional offer of employment, you will be required to undergo
a drug test. ADA Disclaimer: In developing this job description
care was taken to include all competencies needed to successfully
perform in this position. However, for Americans with Disabilities
Act (ADA) purposes, the essential functions of the job may or may
not have been described for purposes of ADA reasonable
accommodation. All reasonable accommodation requests will be
reviewed and evaluated on a case-by-case basis.Sourcing
ModelRecruitment at FIS works primarily on a direct sourcing model;
a relatively small portion of our hiring is through recruitment
agencies. FIS does not accept resumes from recruitment agencies
which are not on the preferred supplier list and is not responsible
for any related fees for resumes submitted to job postings, our
employees, or any other part of our company.#pridepass
Keywords: Disability Solutions, Renton , Technical Escalations Engineer, IT / Software / Systems , Seattle, Washington
Didn't find what you're looking for? Search again!
Loading more jobs...