Are you a Technical Support Engineer with FINTECH Experience? If so, we have a role for you!

Docupace is seeking a Technical Support Engineer. You must have (Docupace or FINTECH experience); the role is 100% REMOTE. (Preference given to candidates in Des Moines, IA, and Minneapolis, MN)

Summary of Position:

At Docupace, we’re passionate about building software that automates how front and back offices operate, communicate, and generate new business for our clients in wealth management. We count on our technical support specialists (TSS) to empower our users with a rich feature set, high availability, and stellar performance levels to pursue their missions.

As we expand our technical support specialist team, we seek an experienced Technical Support Specialist to deliver insights from massive-scale data in real time. Specifically, we seek someone who brings fresh ideas, demonstrates a unique and informed viewpoint, and enjoys collaborating with a cross-functional team to develop real-world solutions and positive user experiences at every interaction.

The Technical Support Specialist - Tier 2 is a critical player in our support team, dedicated to troubleshooting, rectifying, and testing solutions for the support cases that come through. With a deep understanding of our products and technical landscape, this individual ensures that issues are addressed promptly and efficiently, keeping customer satisfaction at the forefront.

Essential Duties/Responsibilities:

• Incident and Problem Management:

• Diagnose and resolve technical issues, leveraging insights from escalated Tier 1 support cases.
• Implement and manage an average of 10-20 code deployments weekly, ensuring a seamless transition from lower environments to pre-production/production.
• Monitor and address incidents to maintain critical system availability and resolve post-deployment issues.

• Testing and Validation:

• Conduct thorough testing (manual and automated) to guarantee stable operations across platforms (On-Prem and Cloud).
• Validate fixes in lower environments to prevent additional issues.

• Continuous Improvement and Deployment:

• Develop, document, and maintain operational procedures for continuous improvement.
• Create end-to-end CI/CD solutions for containerized applications, aligning with DevOps/SRE best practices.
• Collaborate with cross-functional teams to ensure effective deployment and operational activities.
• Client and Internal Communication:
• Produce and communicate root cause analyses (RCA) for internal stakeholders and clients.
• Coordinate with product management, customer support, and operations teams to schedule deployments and operational activities.

Minimum Education, Skills, and Experience:

• Experience: 1-4 years of technical software experience, strongly emphasizing support and a keen understanding of DevOps/SRE principles.
• Technical Skills: Proficient in SQL, container management systems (e.g., Docker, Kubernetes), and CI/CD tools. Familiarity with Java-based Web Application containers (JBoss, Apache Tomcat), cloud services, automation, and scripting languages are essential.
• Good knowledge of writing and debugging PL/SQL scripts and Basic DDL/DML
• Experience with Monitoring tools, e.g., Zabbix, Nagios, or any APM tool to gauge system and application performance.
• Communication: Excellent verbal and written skills in English, capable of producing clear and concise deployment instructions and stakeholder communications.
• Problem-solving: Demonstrated ability to troubleshoot complex issues proactively to find and implement solutions.
• Know at least two scripting languages, e.g., Python, Shell, PowerShell, and Ansible.
• Understanding source change management and ability to review and enforce proper usage of established practices for operationally oriented code and scripts.
• Understanding of automation and ability to leverage automation to improve the overall effectiveness of the DevOps team
• Presentation skills and ability to present with graphs, diagrams, and other communication materials (experience with MS Office suite of tools)

Physical Demands and Working Conditions:

• Sit – Frequent
• Stand- Occasional
• Walk - Frequently
• Lift/Carry 0-20 pounds – Occasional
• Lift/Carry over 0-20 pounds - Occasional
• Kneel/crouch, bend and /or stoop repeatedly - Occasional

Reasonable Accommodations:

Applicants and employees who require reasonable accommodation to complete the duties and responsibilities described above should notify Human Resources.

Disclaimer:

The preceding job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this classification. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job. Additionally, this document is not an employment contract. The company reserves the right to modify job duties or job descriptions at any time.

Docupace is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of any kind. We are committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Docupace are based on business needs, job requirements and individual qualifications, without regard to age, race, color, religion or belief, gender, sexual orientation, family or parental status, or any other status protected by the laws or regulations in the locations where we operate.