Sr. Software Engineer, Technical Support at Varo Bank (Salt Lake City, UT)

| Salt Lake City, UT
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Varo is an entirely new kind of bank. All digital, mission-driven, FDIC insured, and designed for the way our customers live their lives.
A bank for all of us.
 
About the Engineering Team
The Engineering Team at Varo is small but is growing rapidly. Over the last year we have built the country’s first National Chartered Bank from scratch. Our goal is to repair the stale banking industry and build products that help improve the financial well-being of our customers and help them achieve financial resilience. You will get to work with new technology stacks, be part of a great and diverse workplace, and improve the financial lives of others. In our Engineering team, we value personal growth, initiative and ownership, collaboration, and the importance of thinking like an engineer.
 
About the Sr. Technical Support Engineer role
Varo Technology group, Operational engineering that builds self-serve products, tools & automation to support our call center operations, is now building a brand new dedicated team of technical support engineers. This team will provide first-level technical support to the call center by troubleshooting customer issues. We are looking for a Senior Technical Support Engineer equivalent to Senior Software Engineer. You will be working alongside a tech team of talented engineers supporting multiple Varo Bank products and internal tools and solutions. You will act as a liaison between our internal operations teams and our engineering teams. Your scope will be broad, and you will have to be like a “swiss army knife”. This role will collaborate and work closely with and across multiple teams to troubleshoot systems and data. Also, you will help us scale this team.

What you'll be doing

  • Perform diagnosis, troubleshooting, escalation and resolution of complex customer issues on a range of software products and systems, to ensure customer satisfaction is always to the highest possible level and disruptions are minimised. We are looking for someone with a customer first mindset.
  • Attempt to isolate, reproduce and resolve problems using available systems and tools, and investigate potential workarounds for verified defects. To help set the correct problem resolution expectations (per SLA’s, Impact and Complexity)
  • Focus on day-to-day resolution and proactively drive progress by maintaining incident tracking, handoffs between teams, updates and resolution details.
  • Provide Weekly reports on issues and resolutions and escalate lagging issues.
  • To interface with Subject Matter Experts (Engineering or Product) , where the problem cannot be resolved at tier-1 support level.
  • Participate in a shift and 'on-call' roster as necessary, to provide support coverage outside of standard business hours.
  • Review and maintain Product documentation to sustain/enhance product knowledge and work in accordance with the policies and procedures outlined within Varo. Maintain product features with guidance from more experienced engineers from across multiple teams.

 

Required skills and experiences

  • Bachelor’s degree (or equivalent experience) and a total of 4-8 years of relevant industry experience supporting enterprise applications and at least 1-2 years of experience working on customer-facing applications.
  • Hands-on experience with troubleshooting and maintaining production systems working on AWS technologies, PostgreSQL, Kafka, Kubernetes, Java, Spring, Spring Boot, REACT, Javascript etc. Performance and security play an integral role at Varo Bank, so experience in these areas is a big plus. 
  • Experience in databases, REST apis, microservices, real-time messaging and cloud systems and services, CI/CD, and Domain-Driven Design in a professional environment is required.
  • Experience in event-driven architecture, pub/sub.
  • Strong experience working with third parties and cross-functional collaboration skills.
  • Self-starter and self-motivated with the proven ability to deliver results in a fast-paced, high-energy environment with focus on quality and effectiveness with minimal managerial oversight.
  • Strong written and verbal communication skills and the ability to explain complex engineering problems to product managers, business partners, and junior engineers
  • Ability to work effectively with cross-functional teams to build trust and collaboration to solve problems. Escalate problems that have a wider scope.

 

Other nice to haves

  • Experience with financial systems (banking, lending, operations, payments).
  • You love making complicated things simple.
  • You can work across teams in our rapidly growing company and can thrive at a rapid pace.

 

Technologies we use

  • Java, Kotlin, grpc
  • Apollo server, graphql
  • Javascript, REACT, Node.js
  • Spring, Spring Boot, and Hibernate
  • AWS - EKS, S3, SNS, SQS, KMS
  • PostgreSQL, Redis, Kafka, Airflow, Kubernetes, Istio, 
  • Maven, Gradle, Jenkins, Git, Jira, Confluence
  • Athena, Spark, Snowflake, Python, SQL
  • Tableau, Looker

 

 

 
 
About Varo
Varo launched in 2017 with the vision to bring the best of fintech into the regulated banking system. We’re a new kind of bank – all digital, mission-driven, FDIC-insured, and designed around the modern American consumer. 
 
As the first consumer fintech to be granted a national bank charter in 2020, we make financial inclusion and opportunity for all a reality by empowering everyone with the products, insights, and support they need to get ahead. Through our core product offerings and suite of customer-first features, we aim to address a broad range of consumer needs while profitably serving underserved communities that have been historically excluded from the traditional financial system.
 
We are growing quickly in our hub locations of San Francisco, Salt Lake City, and Charlotte along with colleagues located across the country. We have been recognized among Fast Company’s Most Innovative Companies, Forbes’ Fintech 50, and earned the No. 7 spot on Inc. 5000’s list of fastest-growing companies across the country.
 
Varo. A bank for all of us.
 
Our Core Values
- Customers First
- Take Ownership
- Respect
- Stay Curious
- Make it Better
 
 
Varo is an equal opportunity employer. Varo embraces diversity and we are committed to building teams that represent a variety of backgrounds, perspectives, and skills. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
 
Learn more about Varo by following us:
Facebook - https://www.facebook.com/varomoney
Instagram - www.instagram.com/varobank
LinkedIn - https://www.linkedin.com/company/varobank
Twitter - https://twitter.com/varobank
Engineering Blog - https://medium.com/engineering-varo
SoundCloud - https://soundcloud.com/varobank
 
Beware of fraudulent job postings!
Varo will never ask for payment to process documents, refer you to a third party to process applications or visas, or ask you to pay costs. Never send money to anyone suggesting they can provide work with Varo. If you suspect you have received a phony offer, please e-mail [email protected] with the pertinent information and contact information.

 

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