Capital One Software is seeking a Production Support Senior Associate to ensure the reliability, performance, and optimal functionality of their SaaS product, addressing challenges in data publishing, consumption, governance, and infrastructure management for businesses operating in the cloud.
Requirements
- At least 3 years of system engineering experience
- At least 2 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.
- Work closely with cross-functional teams, including software developers , product managers and platform engineers to address and resolve complex technical issues.
Other
- Participate in on-call rotations to provide 24/7 support for major incidents.
- Respond promptly to emergency situations, contributing to swift resolution and minimizing downtime.
- Communicate effectively with customers to understand and troubleshoot issues, providing timely updates and resolutions.
- Ensure a high level of customer satisfaction through professional and courteous interactions.
- At this time, Capital One will not sponsor a new applicant for employment authorization for this position.
