Role Description

As part of our Customer Experience (CX) organization, the CX Technology team specializes in addressing advanced technical challenges encountered by customers. Our primary objective is to deliver a positive customer experience by promptly resolving complex technical issues.

We're in search of a customer-centric Software Engineer to join our team and spearhead our efforts in revolutionizing how we provide support to our customers. You will play a vital role in tackling escalated issues, devising solutions, collaborating closely with engineering teams, and lead our team's evolution by fostering seamless knowledge transfer between engineering and support. You will lead efforts in ensuring our support engineers have the necessary tools and insights to efficiently resolve issues, thereby enhancing overall customer satisfaction.

Responsibilities

• Bug Fixing and Issue Resolution: Investigate reported issues, troubleshoot problems, and implement solutions to resolve software bugs or system errors encountered by users or identified through internal testing.
• Patch and Update Development: Develop and deploy patches, updates, and hot fixes to address vulnerabilities, improve performance, or enhance functionality while minimizing disruption to system operation.
• Performance Monitoring and Optimization: Monitor system performance metrics, identify performance bottlenecks or inefficiencies, and implement optimizations to enhance overall system performance and responsiveness.
• Security Maintenance: Stay abreast of emerging security threats and vulnerabilities, conduct security assessments, and implement measures to mitigate risks, including applying security patches, configuring firewalls, and implementing access controls.
• Compatibility Assurance: Ensure the ongoing compatibility of the system with relevant platforms, operating systems, libraries, and dependencies through testing, updates, and adaptations as needed.
• Regulatory Compliance: Monitor changes in regulatory requirements or industry standards relevant to the system, assess compliance, and implement necessary updates or modifications to ensure adherence to legal and regulatory obligations.
• Documentation and Knowledge Management: Maintain comprehensive documentation, including user manuals, technical specifications, and knowledge bases, to facilitate effective troubleshooting, maintenance, and knowledge transfer within the team.
• End-of-Life Planning and Transition: Develop strategies and plans for the eventual retirement or replacement of the system, including data migration, user transition, and archiving of relevant documentation and code.
• Collaboration and Communication: Collaborate effectively with cross-functional teams, including development, quality assurance, and product management, to prioritize and address maintenance tasks, communicate progress, and coordinate release schedules.
• Continuous Improvement: Identify opportunities for process improvements, automation, or tooling enhancements to streamline sustained engineering activities, increase efficiency, and improve the overall quality and reliability of the system.
• Customer Support and Stakeholder Engagement: Provide technical support to users, customers, and stakeholders, addressing inquiries, troubleshooting issues, and ensuring a positive user experience with the system.
• Emergency Response and Incident Management: Respond promptly to critical incidents or emergencies affecting system operation, coordinate response efforts, and implement remediation actions to minimize impact and restore service availability.

Requirements

• BS degree in Computer Science or related technical field involving coding (e.g., physics or mathematics), or equivalent technical experience
• 3+ years of software engineering and/or work related industry experience
• Proficiency in software development with strong debugging and troubleshooting across multiple complex platforms and technologies
• Ability to manage projects effectively and demonstrate agility in delivering project milestones
• Proficiency in creating technical documentation, mentoring, and delivering training sessions
• Exhibit a profound passion for enhancing customer experiences through technology