Capital One Software is seeking to ensure the reliability, performance, and optimal functionality of their SaaS product by hiring a Production Support Principal Associate to address complex technical issues and provide advanced technical support.
Requirements
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- At least 4 years of system engineering experience
- At least 3 years of software troubleshooting or software customer support experience
- Experience with scripting languages (Python, Bash)
- 3 + years of experience with public cloud technologies
- 2 + years of experience using monitoring tools (AWS Cloudwatch, Splunk, New Relic, Solarwinds)
Responsibilities
- Provide advanced technical support for complex issues, addressing system and application-related challenges.
- Familiarity with microservices architecture, understanding how to support and troubleshoot microservices-based applications.
- Proficient in writing and executing SQL script to extract and analyze data.
- Diagnose and resolve software issues in a timely and efficient manner to meet service level agreements (SLAs).
- Monitor system performance and proactively identify potential issues before they impact users.
- Create and maintain comprehensive documentation related to troubleshooting procedures, system configurations, and support processes.
- Identify opportunities for automation to streamline repetitive tasks and enhance efficiency.
Other
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- At least 4 years of system engineering experience
- At least 3 years of software troubleshooting or software customer support experience
- Highly analytical and collaborative individual with a passion for ensuring the seamless operation of SaaS solutions
- Ability to communicate effectively with customers to understand and troubleshoot issues, providing timely updates and resolutions.
