Position Type :

Full time

Type Of Hire :

Experienced (relevant combo of work and education)

Education Desired :

Bachelor's Degree

Travel Percentage :

5 - 10%

Job Description

About the Team:
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 the Technical Escalations Lead to enhance our escalation processes and improve customer satisfaction.

Key Responsibilities:

• 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 customers, providing clear updates and ensuring a positive experience through the escalation process.

Qualifications:

• Bachelor’s degree in computer science, Information Technology, or related field preferred.
• At least 2 years of experience in a technical support or engineering role within a SaaS or customer-facing software environment. Previous experience in a technical escalation role is a plus.
• Technical Skills: 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.

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

#Platforms

FIS is committed to providing its employees with an exciting career opportunity and competitive compensation. The pay range for this full-time position is $83,160.00 - $135,540.00 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 Statement

FIS 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 Statement

FIS 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 here

For 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 Model

Recruitment 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.

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