Technical Escalations Specialist

1 week ago

Seattle, Washington, United States Jobs for Humanity Full time
About the Role

We are seeking a skilled Technical Escalations Specialist to join our team at Jobs for Humanity, collaborating with FIS Global to build an inclusive and just employment ecosystem.

Key Responsibilities
  • Investigate and resolve complex technical issues within our SaaS or customer-facing software environments.
  • Work closely with your lead to enhance escalation processes and improve customer satisfaction.
  • Develop and implement effective solutions to complex technical problems.
  • Collaborate with Customer Support, Engineering, and other teams to resolve escalations and foster a culture of teamwork.
  • Contribute to the refinement of escalation processes and practices.
  • Maintain thorough documentation of investigations, resolutions, and follow-up actions.
  • Communicate effectively with clients and customers, providing clear updates and ensuring a positive experience.
Requirements
  • Bachelor's degree or equivalent education, or equivalent work experience.
  • Excellent communication and cross-functional collaboration skills.
  • 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.
  • Communication skills: Strong verbal and written communication skills, capable of 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.
Preferred Qualifications
  • Typical qualifications for the role are 2+ years of relevant professional experience or equivalent advanced education.
  • Experience in a technical support or engineering role within a SaaS or customer-facing software environment.
  • Experience in building mission-critical tools for internal users with scripting, SQL, low code, or no code technologies.
  • Previous experience in a technical escalation role.
  • Effective communication and collaboration skills, with a history of collaborating effectively with teams and stakeholders.
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.

FIS Global is committed to providing its employees with an exciting career opportunity and competitive compensation. The pay range for this full-time position is $84,000 - $138,250, reflecting the minimum and maximum target for new hire salaries based on the posted role, level, and location.

FIS Global is an equal opportunity employer, committed to protecting the privacy and security of all personal information. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics.

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