Technical Support Specialist

1 week ago

New York, United States Eltropy Full time

We are looking for Technical Support Specialist (Level 2), a customer-centric professional with a strong commitment to delivering exceptional experiences and solutions.

Roles & Responsibilities

Functional Responsibilities:

  • Collaborate with financial institutions' technology teams, including:
    • IT networking and security experts to troubleshoot and resolve networking and integration issues.
    • System administrators to diagnose and troubleshoot integrations with core banking, loan origination, and other systems.
  • Identify and visualize bugs and failures through detailed server log analysis.
  • Mentor Level 1 Support team members, guiding them in ticket triage, diagnosis, and resolution.
  • Develop and update instructions, procedures, and customer-facing help articles in Confluence.
  • Prioritize customer-impacting bugs, implement workarounds, and advocate for swift fixes from Engineering.
  • Promote product enhancements that enable customer self-onboarding and self-support.
  • Design dashboards and alerts to detect and address issues proactively before they affect customers.
Technical Knowledge:
  • Apply abstract reasoning to diagnose issues, devise workarounds, and support developers in implementing root-cause solutions.
  • Proficiency in networking, including Fiddler for traffic analysis, VPN configuration (AWS preferred), SFTP, HTTPS traffic, certificates, proxies, and whitelisting.
  • Experience with WebRTC for video support, SAML-based SSO, and Amazon AWS.
  • Strong written and verbal communication skills.
  • Ability to manage multiple tasks and customer issues concurrently, maintaining efficiency and meeting deadlines.
  • Familiarity with Product and Software Development Lifecycles.
Tools and Software:
  • Network traffic analysis tools (e.g., Fiddler), log analysis (Kibana).
  • Core banking systems (Jack Henry Symitar, Corelation Keystone, Fiserv DNA).
  • Online banking applications (Alkami, Q2, NCR Digital Insights).
  • AWS services including VPN, SFTP, and Certificate Manager.
  • SSO platforms (Microsoft ADFS, Ping, Okta).
  • Customer service and knowledge management (Jira Service Management), software development tracking (Jira).
  • Data visualization (AWS QuickSight), flowcharting, and diagramming tools (Draw.io).
Security Responsibilities:
  • Uphold the highest standards of security for both internal and external communications.
  • Adhere strictly to Eltropy's security, confidentiality, availability, and privacy policies.
  • Attend all required security training and awareness sessions.
  • Promptly report security events and incidents through Eltropy's established channels.
  • Follow all approval and authorization protocols when handling, accessing, sharing, or processing sensitive, personal, or customer data.
  • Maintain accountability for handling sensitive information, securing access credentials, and managing confidential data.
What you offer:

Driven by a natural curiosity, you thrive on problem-solving and approach challenges with tenacity, always seeking to understand and overcome obstacles. Your technical savvy enables you to navigate complex systems, while your keen attention to detail ensures accuracy and thoroughness in all that you do. As an exceptional communicator, you excel at conveying information clearly and effectively, making you a valuable collaborator across teams. You are energized by the fast-paced and evolving nature of a start-up environment and bring a proactive, can-do attitude that aligns with our vision for growth and innovation.

Qualifications:
  • Bachelor's degree in Computer Science or a related field, or equivalent practical experience.
  • Strong understanding of networking and cloud computing concepts.
Skills:
  • Critical thinking and problem-solving skills, with a passion for solving complex challenges and building scalable processes.
  • Proven ability to engage customers in real-time troubleshooting and independently lead calls to resolution.
  • Ability to work independently, proactively anticipating and resolving issues.
  • Highly organized, strong project management skills and exceptional attention to detail.
  • Skilled at analyzing large data sets to generate actionable insights.
  • Strong decision-making and prioritization abilities.
  • Motivated to thrive in a fast-paced, start-up environment.
Experience:
  • 2+ years of experience in a support role within an Enterprise SaaS company.
  • Experience working with or within a credit union.
  • Familiarity with mobile and web applications in a B2B context.
  • Experience collaborating with remote, global, and cross-functional teams and a solid understanding of SaaS business models.
  • Exposure to different stages of the software development lifecycle.
  • US East Coast time zone preferred.
About Eltropy (www.eltropy.com)

Eltropy is on a mission to disrupt the way people access financial services. Eltropy enables financial institutions to digitally engage in a secure and compliant way. Using our world-class digital communications platform, community financial institutions can improve operations, engagement and productivity. CFIs (Community Banks and Credit Unions) use Eltropy to communicate with consumers via Text, Video, Secure Chat, co-browsing, screen sharing and chatbot technology - all integrated in a single platform bolstered by AI, skill-based routing and other contact center capabilities.

Eltropy Values:
  • Customers are our North Star
  • No Fear - Tell the truth
  • Team of Owners


Eltropy is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

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