Description:
The DA Enterprise Support Team is the front line for our global customers, who run some of the most mission-critical financial infrastructures in the world. We help them build robust solutions and keep them up 24x7x365, with billions of dollars transacted daily on the line. We are the experts in our products. We help customers debug their thorniest problems, and we work with the product and engineering teams to improve the products based on customer feedback.
Team members are located in the US, Hungary, Hong Kong and Australia, and operate in overlapping shifts, using a follow-the-sun support model.
As a software support engineer, you will be continuously learning, documenting and advising our clients on how to best install, configure, deploy, connect and use DA products. You will own the client/field issues escalations and resolutions internally on behalf of clients. The primary objective is to provide DA clients with a great experience when using/learning our products. You will have extensive interactions with our internal developers/engineering teams and our product teams, either to work on escalated tickets, learn new product features or to provide inputs into product enhancements road maps based on field experiences.
Key Responsibilities
- Triage complex software issues and provide technical assistance to customers
- Prioritize and resolve incidents and requests raised by external and internal clients
- Document issue resolutions and FAQs not found in our official products documentation
- Properly escalate unresolved issues to appropriate internal teams
- Participate in a scheduled on-call rotation to provide support coverage during non-business hours
Key Criteria
- Bachelor’s degree in computer science, engineering or related discipline (or equivalent technical training and/or work experience)
- Minimum 3 years of experience as a Technical Support Engineer, Developer, or similar technical role
- Technical Skills – strong understanding of computer hardware and software, networking, security and other related technical skills
- Experience developing commercial applications using Java, Javascript, Python or Scala
- Experience using and administering databases, particularly SQL, PostgreSQL and/or Oracle
- Good understanding of networking protocols/firewalls and cloud computing environments
- Experience packaging and deploying applications is a strong plus
- Ability to diagnose and troubleshoot basic technical issues (eg,analyzing problems, testing solutions, and recommending changes)
- Familiarity with configuring and using Operating Systems (Linux/Windows/MacOS)
- Familiarity with configuring and using blockchain based Distributed Ledgers (Fabric, Ethereum)
- Experience with deploying and configuring services on Cloud Environments (AWS, GCP, Azure), and using Containerization/Orchestration tools (Docker, Kubernetes)
- Familiarity with using support third tools such as (Salesforce, Jira, Confluence, Datadog, Jaeger, Github, etc..) is a strong plus
- Communication Skills – ability to effectively interact with clients, colleagues and other stakeholders and use excellent verbal, written and listening skills to explain technical concepts.
- Problem-solving Skills – able to identify and understand software issues and develop solutions to fix them. Ability to research and analyze software problems, identify potential solutions and implement them. Strong attention to detail and ability to be hands-on.
- Customer service skills – ability to maintain a supportive and calmative approach to answer client questions, solve problems and provide solutions in a pressure situation with clients during production outage situations.
- Continuous Learning – in the use and troubleshooting of DA products and DA developed support tools; in the use and troubleshooting of third-party products and services typically used in conjunction with DA products; and in using third-party tools used at DA
- Ability to work as a self-starter, with high energy and confidence, in a fast-paced, change-oriented environment
- Experience in working in a Financial Services environment and familiarity with Financial asset types is a plus