Product Support Engineer - Specialist

The Role

Alight strives to provide "best in class" offerings and IP-enabled services for our customers.

The Product Support Engineer Specialist is a member of the extended Product Engineering team and is responsible for ensuring Alight’s Payroll Solution is operating smoothly and enables users to conduct their day-to-day business as expected

The Product Solution Support Specialist will be an experienced, multi-disciplined IT professional with a good understanding of the application from a business and a technical perspective, as the role will be the key point of contact not only for the Product Engineering / QA but also towards business operational users and stakeholder that will receive and uses Alight Payroll own IP solutions.

The specialist role is the go-to resource to solve complex and/or urgent problems that need a higher level of knowledge and experience of Alight Payroll own IP solutions and set-up.

The individual will be involved in the following critical activities:

• Develop a deep understanding of Alight Payroll own IP solution at a functional/ technical as well as business level.
• Develop and monitor system usage and performance matrix.

• Ensure problems are identified and managed in line with the Alight SDLC and DevOps framework.
• Identify and document technology risks and provide solutions to reduce, mitigate or transfer the risk.
• Perform daily, weekly and monthly checks and maintenance to ensure the health, performance, and availability of solutions.
• Develop and implement proactive systems monitoring and alerting.
• Provide coaching and advice to other areas of change to help empower and transfer knowledge to other teams.
• Collaborates with Engineering team and stakeholders to write features and user stories, based on requirements that include acceptance criteria and acceptance tests.
• Work in an Agile DevOps environment with Engineering, QA and Product Leads and Managers.

Experience and Qualifications

• Four or more years of experience with enterprise HR business applications including payroll 
• Four or more years of experience with any HRIS business / System Analyst or Systems Support processes and its integration tools. 
• More than one year working in Agile, lean and or DevOps driven environment.
• Experience in troubleshooting web application and API services.
• Basic Scripting e.g., Shell, Python.
• Experience as troubleshooting applications on Azure.
• Experience of New Relic monitoring for performance analysis, tuning.
• Working Knowledge on Azure Cloud Landscape.
• Bachelor or Master’s degree with a Business or Technical emphasis, or equivalent 

Competencies

• Strong analytical skills and technical background combined with keen business acumen.
• Service-oriented and proactive with a strong sense of accountability.
• Self-starter with a proven record of working independently and collaboratively in a demanding interdisciplinary team environment.
• Detail-oriented & thorough, with the ability to understand and identify the key trends and levers that drive the business.
• Excellent verbal and written communication skills. The ability to clearly explain complex cases and analysis is equally important as understanding it.
• A willingness & eagerness to learn and further develop your career in Product development and support environment.
• Ability and persistence to find root causes and drive to understand the unknown.
• Hands-on technical approach with a strong focus on accuracy and quality.
• Track record of success in dealing effectively with complex functional / technical topics to drive resolution and ability communicate status with senior managers and leaders
• Solves complex problems
• Acts as a resource for colleagues with less experience

Flexible Working

So that you can be your best at work and home, we consider flexible working arrangements wherever possible. Alight has been a leader in the flexible workspace and “Top 100 Company for Remote Jobs” 5 years in a row.

Benefits

We offer programs and plans for a healthy mind, body, wallet and life because it’s important our benefits care for the whole person. Options include a variety of health coverage options, wellbeing and support programs, retirement, vacation and sick leave, maternity, paternity & adoption leave, continuing education and training as well as a number of voluntary benefit options.

Our commitment to Diversity and Inclusion

Alight is committed to diversity, equity, and inclusion. We celebrate differences and believe in fostering an environment where everyone feels valued, respected, and supported. We know that diverse teams are stronger, more innovative, and more successful.

At Alight, we welcome and embrace all individuals, regardless of their background, and are dedicated to creating a culture that enables every employee to thrive. Join us in building a brighter, more inclusive future.

Diversity Policy Statement

Alight is an Equal Employment Opportunity employer and does not discriminate against anyone based on sex, race, color, religion, creed, national origin, ancestry, age, physical or mental disability, medical condition, pregnancy, marital or domestic partner status, citizenship, military or veteran status, sexual orientation, gender, gender identity or expression, genetic information, or any other legally protected characteristics or conduct covered by federal, state or local law. In addition, we take affirmative action to employ and advance in the employment of qualified minorities, women, disabled persons, disabled veterans and other covered veterans.

Alight provides reasonable accommodations to the known limitations of otherwise qualified employees and applicants for employment with disabilities and sincerely held religious beliefs, practices and observances, unless doing so would result in undue hardship. Applicants for employment may request a reasonable accommodation/modification by contacting his/her recruiter.

We offer you a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.
 

Pay Transparency Statement: Alight considers a variety of factors in determining whether to extend an offer of employment and in setting the appropriate compensation level, including, but not limited to, a candidate’s experience, education, certification/credentials, market data, internal equity, and geography. Alight makes these decisions on an individualized, non-discriminatory basis. Bonus and/or incentive eligibility are determined by role and level. Alight also offers a comprehensive benefits package; for specific details on our benefits package, please visit: https://bit.ly/Alight_Benefits

DISCLAIMER:

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Alight business units.

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