Technical Escalations Engineer
Company: Disability Solutions
Location: Seattle
Posted on: May 3, 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 DescriptionAbout 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#PlatformsFIS 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 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, Everett , Technical Escalations Engineer, IT / Software / Systems , Seattle, Washington
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