Technical Escalations Engineer

4 weeks ago

Seattle, Washington, United States Fidelity National Information Services Full time
About the Role

We are seeking a highly skilled Technical Escalations Engineer to join our Embedded Finance team at Fidelity National Information Services. As a pivotal member of our engineering team, you will be dedicated to investigating and resolving complex technical issues within our SaaS or customer-facing software environments.

This role demands a blend of technical prowess and customer-facing skills, aiming to address and mitigate escalations efficiently. The successful candidate will collaborate closely with their lead to enhance our escalation processes and improve customer satisfaction.

Key Responsibilities:

  • On-call: Participate in an on-call rotation and respond within defined SLAs to incoming pages or tickets.
  • Technical Investigation: 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.
  • Problem Resolution: Develop and implement effective solutions to complex technical problems, ensuring resolutions meet customer needs and company standards.
  • Collaboration: Work alongside Customer Support, Engineering, and other teams to ensure a coordinated approach to resolving escalations, fostering a culture of teamwork and mutual support.
  • Continuous Improvement: Contribute to the refinement of escalation processes and practices, identifying opportunities for improvement and innovation within the team's operations.
  • Documentation: Maintain thorough documentation of investigations, resolutions, and any follow-up actions to ensure a clear record and facilitate knowledge sharing within the team.
  • Customer Communication: Communicate effectively with clients and customers, providing clear updates and ensuring a positive experience through the escalation process.

Requirements:

  • At a minimum, 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.
  • Analytical Skills: Excellent problem-solving abilities, with a keen analytical mindset adept at diagnosing and resolving complex technical issues.
  • Communication Skills: Strong verbal and written communication skills, capable of effectively articulating technical details to both technical and non-technical stakeholders.
  • Adaptability: Ability to adapt to a rapidly changing environment and manage simultaneous projects with varying priorities.

What We Offer:

  • 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.

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