[Remote] Senior Associate, Support Engineer

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Note: The job is a remote job and is open to candidates in USA. Capital One is a leading financial services company recognized for its innovative technology and data management solutions. They are seeking a Production Support Senior Associate to join their Software Support team, responsible for ensuring the reliability and performance of their SaaS products through advanced technical support and troubleshooting.

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.
• Share knowledge with team members and contribute to the development of training materials.
• Work closely with cross-functional teams, including software developers , product managers and platform engineers to address and resolve complex technical issues.
• Collaborate with Level 3 support to perform root cause analysis and contribute to long-term solutions.
• 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.
• Identify opportunities for automation to streamline repetitive tasks and enhance efficiency.
• Contribute to continuous improvement initiatives, suggesting and implementing process enhancements.
• 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.

Skills

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 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)

Benefits

• Health, financial and other benefits that support your total well-being

Company Overview

• Capital One is a financial services company that provides banking, credit card, auto loan, savings, and commercial banking services. It was founded in 1994, and is headquartered in Mclean, Virginia, USA, with a workforce of 10001+ employees. Its website is http://www.capitalone.com.