SaaS Technology Automation Engineer

4 weeks ago

San Francisco, United States Federal Reserve Bank of Kansas City Full time

Company: Federal Reserve Bank of Kansas City

When you join the Federal Reserve - the nation's central bank - you'll play a key role, collaborating with leading tech professionals to strengthen and protect our economic, financial, and payments systems. We dedicate more than $1 billion to technology each year to support the Federal Reserve and our economy, and we're building a dynamic and diverse team for our future. Bring your passion and expertise, and we'll provide the opportunities that will challenge you and propel your growth - along with a wide range of benefits and perks that support your health, wealth, and life.

Federal Reserve Financial Services (FRFS) delivers a suite of payments services to financial institutions via FedLine Solutions, Fedwire, National Settlement Service (NSS), FedCash, FedACH (Automated Clearing House), Check Services, and the FedNow Service. In 2020, we undertook a strategic effort to transform FRFS from a product and support office framework to a national, enterprise-focused organization. Our North Star strategy is to offer a fully integrated product suite that provides speed, resilience, and choice in meeting the payments needs of financial institutions across the United States.

We are seeking leaders to set the vision, strategy, values, and priorities that enable FRFS to achieve its mission. Our leaders must demonstrate a strategic, action-oriented mindset focused on intellectual curiosity, agility, accountability, and the ability to drive innovation through experimentation.

FRFS Technology Operations (TechOps) advances the integrity, stability, and resiliency of the FRFS by enabling the delivery of high quality, secure technology solutions. We are seeking a SaaS Technology Automation Engineer to join our team. As a SaaS Technology Automation Engineer, you will provide technical support for both internal and external facing SaaS tools as well as the supporting infrastructure. This includes ensuring our suite of applications are highly available, reliable, scalable, and maintainable. Success in this fast-paced, ever-evolving environment requires both strong technical aptitude and interpersonal skills.

Your Responsibilities:

  • Lead the resolution of critical technical issues, providing prompt and complete resolution to technical challenges and business issues.
  • Understand how customers use our technology (integration points, implementation setup, etc.) and ensure we understand how they are measured so we can align our success metrics.
  • Assume case ownership and resolve customer issues through skillfully managing complex customer problems (involves debugging, troubleshooting, and ensuring issues are fully resolved).
  • Assist developers in troubleshooting their integration with our SaaS product line and implementation of other developer products.
  • Participate in project work, including envisioning and building new monitoring and/or reporting tools, creating or improving existing processes/procedures, as well as developing additional support practices associated with incident prediction and prevention capabilities.
  • Conduct routine platform administrative tasks such as user management, data management, security adherence, configuration, and integration.
  • Assess, identify, and implement automation to help reduce manual tasks.
  • Serve as a Subject Matter Expert (SME) exhibiting the highest level of expertise in providing support.
  • Create knowledge base materials dedicated towards operational efficiency while empowering the greater support community.
  • Proactively identify and implement opportunities for automation, streamlining operations and improving efficiency.
  • Work closely with product owners and engineers to ensure alignment between business objectives and technical execution.
  • Monitor and analyze system performance, proactively identifying and resolving potential issues.
  • Stay up-to-date on the latest trends and technologies in the SaaS and DevOps landscape.

Qualifications and Your Background:

  • Bachelor's degree in computer science, Information Systems, or another related field or equivalent experience.
  • Typically requires 3+ years working with SaaS based platforms in an enterprise environment.
  • Experience with Database concepts and have experience with SQL, SOQL, and SOSL.
  • Understanding of internet technologies: firewalls, web servers, proxy servers, etc.
  • Experience working with and solving problems in a variety of internet browsers.
  • Demonstrated skill in Customer Support or Customer Service in a customer-facing role.
  • Experience in both front-end and back-end software development.
  • Advanced experience developing solutions in an iterative (Agile) approach.
  • Experience integrating SaaS providers and working in a multivendor integrated environment.
  • Experience with source code management tools.
  • Certifications related to support of Docusign, Salesforce, ID.me, AWS are a plus.
  • Advanced problem-solving abilities and time management skills.
  • Strong verbal and written communications skills required.
  • Must be able to create and deliver presentations to technical and/or business audiences.
  • Experience in use of Atlassian suite of products is a plus.
  • Familiarity with Scaled Agile Framework (SAFe) and Scrum methodology is a plus.
  • Familiarity with security best practices and compliance regulations is a plus.

Screening: This position has additional screening requirements due to the information accessed while performing the job.

Locations:

  • Hybrid, on-site requirement will be determined by hiring district.
  • The selected candidate will reside within a reasonable commuting distance of the employing Reserve Bank.

Job Type: Full time

Job Category: Information Technology

The Federal Reserve Banks believe that diversity and inclusion among our employees is critical to our success as an organization, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool.

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