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Technical Escalations Specialist
2 months ago
We are seeking a highly skilled Technical Escalations Specialist to join our team at FIS. As a pivotal member of our engineering team, you will be responsible for investigating and resolving complex technical issues within our SaaS or customer-facing software environments.
Key Responsibilities- Participate in an on-call rotation and respond within defined SLAs to incoming pages or tickets.
- Perform detailed investigations of escalated technical issues, employing a range of tools and techniques including scripting, SQL queries, operational configuration adjustments, and creating monitoring solutions.
- Develop and implement effective solutions to complex technical problems, ensuring resolutions meet customer needs and company standards.
- Collaborate with Customer Support, Engineering, and other teams to ensure a coordinated approach to resolving escalations, fostering a culture of teamwork and mutual support.
- Contribute to the refinement of escalation processes and practices, identifying opportunities for improvement and innovation within the team's operations.
- Maintain thorough documentation of investigations, resolutions, and any follow-up actions to ensure a clear record and facilitate knowledge sharing within the team.
- Communicate effectively with clients and customers, providing clear updates and ensuring a positive experience through the escalation process.
- A minimum of a Bachelor's degree or equivalent education, or equivalent work experience.
- Excellent communication and cross-functional collaboration skills to thrive in a fast-paced environment.
- Strong skills in scripting languages (e.g., Python, JavaScript), SQL, and operational configuration.
- Knowledge of monitoring tools and software debugging techniques.
- Excellent problem-solving abilities, with a keen analytical mindset adept at diagnosing and resolving complex technical issues.
- Strong verbal and written communication skills, capable of effectively articulating technical details to both technical and non-technical stakeholders.
- Ability to adapt to a rapidly changing environment and manage simultaneous projects with varying priorities.
- Opportunities to innovate in fintech.
- Tools for personal and professional growth.
- Inclusive and diverse work environment.
- Resources to invest in your community.
- Competitive salary and benefits.
