Support Engineer - Lead

Summary

The Customer Support Engineer Lead is responsible for ensuring designated FINEOS customers operate with minimal disruption, and problems are resolved quickly with root cause analysis and fixes being provided where appropriate to meet the agreed Service Level Agreements (SLAs).

The Customer Support Engineer Lead works closely with our customer’s support and technical resources, the FINEOS Operations and Deployment Engineers, and various other internal FINEOS departments to provide 24x7 support for the customer.

The Lead role manages and motivates the allocated team members to deliver a differentiated level of post-production support, including interim & annual reviews input and monitoring of goals of the team.

This role generally works a standard business week, but occasional weekend work / out of hours may be required.

Responsibilities (Other duties may be assigned.)

• Support and mentor team members on Adherence to Cloud Operations Key Performance Indicators
• 1st line of contact for Issue Management escalation
• Ensure process management and runbook accuracy
• Engage with customers in effectively communicating issue status and plan for resolution.
• Provide specific customer reports as requested.
• Responsible for problem management, problem reporting and customer escalations.
• Set expectations with customers relating to the Service and possible associated commercials.
• Monitor patterns relating to customer release quality and cost with respective Customer Account Managers.
• Provide out of hours support for bank holidays and weekends when requested.
• Carry out trend analysis for all customer Software Development Lifecycle to help proactively highlight gaps in customer capabilities and solutions.

Education and/or Experience

• College degree or equivalent work experience
• 6+ years of experience providing system support in a technical environment working with customers, with special focus in system performance and stability
• 6+ years of experience providing system support in a technical environment working with projects / customers, with special focus in troubleshooting and issue resolution.
• AWS Certified Solution Architect, SysOps Administrator, OR AWS Certified Engineer – DevOps preferred

Knowledge, Skills and Abilities

• Proven interpersonal skills with the ability to motivate and coach team members in their day- to-day roles
• Excellent customer management / communication skills essential both written and verbal.
• A strong decision making and prioritization skillset, with ability to operate effectively under pressure in dealing with multiple customers.
• Strong appreciation of customer business impact due to application problems.
• Understanding of the software maintenance release lifecycle.
• Strong analysis, design & solutioning skills

• Proficiency in using AI tools to enhance work processes and support informed decision-making is essential, with strict adherence to the organisation’s security, data protection, and ethical use policies.

Technical Skills

• Strong knowledge of specific technologies is ideal:
  • Java, including JEE technologies such as JSP, JDBC, JNDI
  • Application servers: Websphere, Weblogic, Tomcat, JBOSS
  • Databases: DB2, Oracle, SQL Server
  • AWS: CloudFormation, EC2, S3, EMR, ECS, ECR, CodeDeploy, Autoscale, Cloudwatch.
  • Development Tools: Apache Ant, Maven, JUnit, Eclipse, Subversion, Jenkins
  • Integration: technologies such as SOAP, REST and WS-* standards

Language Skills

• Ability to speak the English language proficiently, both verbally and in writing

Travel Requirements

• This position may require up to 10% travel based on business need

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Employee works primarily in a home office environment.
• The home office must be a well-defined work area, separate from normal domestic activity and complete with all essential technology including, but not limited to; separate phone, scanner, printer, computer, etc. as required in order to effectively perform their duties.

Work Requirements

• Compliance with all relevant FINEOS Global policies and procedures related to Quality, Security, Safety, Business Continuity, and Environmental systems.
• Travel and fieldwork, including international travel may be required. Therefore, employee must possess, or be able to acquire a valid passport.
• Must be legally eligible to work in the country in which you are hired.

Salary range - $ 120-140k

FINEOS is an Equal Opportunity Employer. FINEOS does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.