Our Application Support Engineers are responsible for managing the resolution of application and infrastructure issues that occur in our customers’ hosted environments reported by the customer, monitoring, or Lumin Digital testers. A qualified candidate possesses exceptional communication skills, good problem solving techniques, and a solid understanding of enterprise applications. The position demands an ability to manage multiple high-level tasks under pressure.
ESSENTIAL FUNCTIONS:
- Triage and prioritize reported issues; address online banking support issues with priority, efficiency, and enthusiasm.
- Work directly with banking institutions, third party vendors, and internal teams.
- Perform level one troubleshooting steps to resolve unknown issues.
- Follow troubleshooting runbook steps to resolve known issues to include assisting with online-banking issues related to admin and member logins, usability, features, bill pay services, etc.
- Collect logs and other details and then escalate issues that cannot be resolved
- Communicate issue statuses with customers and Lumin Digital internal teams
- Develop a good understanding of the different technologies encompassing Lumin Digital online banking application and it’s services
- Assess banking institution needs and present solutions both from available configurations and designed features/products to solve their issues
KNOWLEDGE, SKILLS, & ABILITIES:
- Customer focused and results oriented
- Cultural fit. Humility. Strong sense of ownership, customer service, and integrity. Willing to walk in the mud; have positive attitude with the ability to interact with banking partners and co-workers to form strong working relationships
- Solve problems and manage ambiguous situations while remaining calm in trying circumstances
- Strong time management
- Written and verbal communication skills with ability to articulate information internally and externally
- Aptitude for technology and ability to work with support numerous systems; fast learner to pick up on written or verbal instructions
- Commitment to continually improving yourself
- Willing to participate in a 24x7 on-call rotation
- Schedule: Must be able to work 9-6 PST
DESIRED SKILLS:
- 2+ years of experience working on an application support team
- Knowledge of microservice architecture
- Experience with Atlassian and similar tools
- Experience supporting a hosted application
- Understanding of the Elastic Stack
- Good full stack and environment troubleshooting skills
- Strong documentation
Education
Bachelor’s degree or higher in Computer Science, or equivalent experience
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