Senior Solutions Engineer I

Shutterfly Business Solutions (part of the Shutterfly family of brands) enables other large companies to connect with their customers by delivering enterprise level printing solutions. Our technology and manufacturing capabilities enable efficient and effective customer engagement through personalized communications.

Do you have leadership abilities and the desire to grow new capabilities within a team to deliver them. Shutterfly’s Transactional Application Support team is growing and we are looking for the right individual to help lead and grow our Transactional Application Support team.

Responsibilities

• Lead a team of specialists in support and debug of mission-critical transactions in the Shutterfly SBS Transactional process flow.
• Assist in coordinating the day-to-day activities of the support team, including ticket review, assignment, and escalation
• Troubleshoot / resolve a wide range of technical issues
• Participant in or lead daily calls (team, vendor management, production)
• Help drive industry best-practices and consistency into the support process
• Assist in developing KPI’s and establish metrics to measure application, infrastructure, and team performance
• Assist in communicating team performance expectations and building culture of continuous improvement in service and support
• Assist in developing processes to identify patterns of incidents and implement corrective actions to reduce the occurrence of those incidents.
• Assist in documenting issues and solutions to generate collateral (FAQs, Self-Help and Troubleshooting guides), help facilitate root-cause analysis, document bugs and drive inputs to future designs and features.
• Work with Product Managers, Software Architects and Developers to understand Uses Cases,
• Features and algorithms to provide consistent communication, guidance to end-users.
• Establish technical (professional) services capability to assist users in application usage and configuration. This includes:
• Developing and delivering training to system users and team members.
• Consultation to users on usage of complex features.
• Establish trusted relationships with product stakeholders/users.
• Assist team with recommendations to improve technical support tools and processes
  
  

Qualifications

• BA/BS in Computer Science or equivalent experience.
• 10 years supporting mission-critical enterprise software systems, applications and/or services
• 10 years developing support collateral to provide system configuration, trouble-shooting guidance to stakeholders
• 10 years troubleshooting / debugging /resolving system and connectivity issues
• 10 years web development support experience
• 7 years workflow automation / configuration management experience
• 4 years management/lead experience
• 3 years API development / support experience
• 3 years composition development experience
• 3 years working with afp / pdf files
• Excellent problem-solving and software debug skills
  
  

Preferred Qualifications

• Experience with Print and Mail operations
• Experience troubleshooting simple to complex application/system issues in the Shutterfly transactional environment.
• Experience producing training documentation (FAQs, Trouble-shooting Guides, End-User Training)
  
  

Supporting a diverse and inclusive workforce is important to Shutterfly not only because it directly reflects our value of Embracing our Differences, but also because it’s the right thing to do for our business and for our people. We welcome all applicants and evaluate them based on their qualifications, without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, or other characteristic covered by law. Learn more about our commitment to Diversity, Equity, and Inclusion on our Career Site.

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