Job Ads - Technical Support Engineer

Technical Support Engineer

At Plaid, we build products being used to enable thousands of developers to build the next generation of financial services applications. Plaid Support ensures these applications can help consumers live their best financial lives by ensuring our products continue to operate as expected. We investigate the root cause of product issues, we quantify their scope and impact and when we can’t fix them ourselves, we work with our Growth and Engineering teams to reach a solution.

NY Technical Support Engineers (TSEs) manage issues from their first symptom to their eventual resolution, communicating with our customers and internal stakeholders throughout the process, with a focus on supporting our investments and liabilities products. People who succeed in this role tend to be empathetic, collaborative, and technically minded. They have an interest in learning more about financial services, and are excited to help customers resolve complex issues that require an understanding of investments and liabilities data. TSEs become embedded within engineering teams at Plaid, and we have a high technical bar to ensure that we all speak the same language. Support has aggressive goals, and we work on interesting, cross-functional projects in order to achieve them.

What you’ll do…

Investigate bugs

Identify an issue’s root cause
Describe an issue’s symptoms
Quantify an issue’s scope and severity

Help developers use our products

Customer-first attitude with a strong sense of empathy
Familiarity with modern web services and APIs
Analytical and data oriented approach to problem-solving
Impeccable written communication skills

Lead projects

Work with other TSEs and colleagues from other functions to help Support reach its goals
Improve Support’s tools and public-facing resources to keep us a nimble, scalable team

What excites us…

Experience reading or writing code in a few different languages, or deep familiarity with one
Familiarity with modern web services and APIs
An affinity for learning new languages and technologies
A thoughtful and friendly communication style
The ability to work with a high degree of autonomy
Previous experience working with financial data, or an interest to learn

Technical Support Engineer – Emerging Technology Services

Amazon Robotics LLC

BS in Engineering, Computer Science, or related field
Experience providing technical customer support
Strong problem solving and analytical skills
Proven ability to troubleshoot and identify the root cause of issues, drive improvements, and implement preventive measures
Ability to manage multiple high-priority tasks simultaneously
Ability to work independently with limited supervision
Ability to lead complex technical discussions with a variety of groups including software engineers, hardware engineers, technicians, and operators
Knowledge and/or working experience with relational database management systems (MySQL, Oracle, etc.)
Knowledge and/or working experience with Linux (RHEL, Ubuntu)

Are you inspired by invention? Is problem solving through teamwork in your DNA? Do you like the idea of seeing how your work impacts the bigger picture? Answer yes to any of these and you’ll fit right in here at Amazon Robotics. We are a smart team of doers that work passionately to apply cutting edge advances in robotics and software to solve real-world challenges that will transform our customers’ experiences in ways we can’t even image yet. We invent new improvements every day. We are Amazon Robotics and we will give you the tools and support you need to invent with us in ways that are rewarding, fulfilling and fun.

The scope of Amazon Robotics (AR) is expanding to include support of exciting new robotics technology being developed by teams across Amazon. A group of experienced and entrepreneurial minded Engineers and Support Managers is being assembled to create the new Emerging Technology Services (ETS) Team that will partner with product development teams, operations leaders, and maintenance teams to support advanced robotics technology across Amazon’s fulfillment network.

In this role on the ETS team, you will work directly with hardware engineers, regional support managers, operations leaders, and site-level maintenance teams to maximize the performance of advanced robotics systems. You will develop deep technical and functional subject matter expertise that will enable you to work directly with our fulfillment center operators and maintenance teams to solve complex and time-sensitive problems.

In this role you will manage problems escalated from sites, develop metrics and software tools to proactively monitor system performance, push threshold-based alerts, and produce daily, weekly, and monthly reports. You will also develop and implement standard operating procedures and feedback mechanisms that ensure the ETS team is constantly gathering customer feedback and using that feedback to improve service. You are expected to be able to work independently and with ambiguity in a complex, fast-paced, and high-throughput environment where multi-tasking is required.

Job Responsibilities:

Develop metrics and tools to proactively monitor system performance, push alerts, and to provide daily, weekly, and monthly reports
Proactively detect and resolve issues through the use of monitoring systems and alerts
Develop and implement standard operating procedures and customer feedback mechanisms
Actively seek solutions to customer needs and propose solutions based on customer feedback
Develop and implement problem management procedures including escalation paths for technical and operational issues
Lead problem management, root cause analysis, and preventative measure ideation
Develop command-line and SQL scripts for use by support teams
Build an effective working relationship with operations and maintenance partners
Provide requirements and “voice of the customer” feedback to development and support teams

Knowledge and/or working experience with networking and product IT
Familiarity with AWS or other cloud technologies
Demonstrated experience in one or more of the following additional areas: Coding Languages (Java, C++) or Networking Technologies (TCP/IP, DNS)

Technical Support Engineer – Technical Lead

Kapsch TrafficCom

Kapsch TrafficCom is a global leader in the ITS (Intelligent Transportation Systems) industry, focused on connected vehicles, highway traffic management, electronic tolling, and smart city solutions.

Learn what keeps Kapsch “always one step ahead” in people and technology by visiting our website https://www.kapsch.net/us/ktc

Responsibilities:

As a Technical Support Engineer, Technical Lead you will have the privilege to oversee an agile support team focused on technical issues during operations and maintenance. You will lead a team of software engineers and provide guidance on: solution design, supervision of building internal tools, testing and implementation of changes to production. The right person should be hands on having experience in debugging production software issues, ability to develop and review scripts to improve, automate and streamline our software operations and is knowledgeable in software release process. You will be actively engaged in post implementation review and provide feedback and expertise in development of action plans for corrective actions necessary.

What’s in it for you?

Solving complex problems that improve daily the lives of people around the world
Opportunity to work with cutting edge technologies in a high-growth industry
Career growth and stability
Casual work environment with flexible work hours
Full benefits package including paid time off, 401(k) and a no-cost medical insurance option for employee and eligible dependents

What we are looking for:

Lead technical consulting and be the liaison between Design and Build team, project management team and software engineering support team on all support and maintenance issues including software deployment, software performance and system reliability.
Perform administrative tasks like team evaluation, task management, review Jira tickets and ensure process oversight.
Serve as escalation resource between Technical Operations and Systems Engineering, handling technical issues which may require further investigation and consultation with other teams within the company.
Assisting in establishing standard processes for diagnosing, tracking and escalating issues.
Provide technical expertise and leadership to support teams in the analysis, design, test and support of tolling business applications.
Establish and coordinate software maintenance activities across different regions.
Proactively identify incidents and implement solutions to detect and prevent outages.
Identify conflicting business practices and integration issues, suggesting alternative solutions
Perform planned and emergency maintenance tasks, including software upgrades and patches.
Debugging custom code (C/C++, Java, Python, HTML5, BASH).
Troubleshooting and resolving issues in development, pre-production and production environments.

Our top Candidates will have:

Bachelor’s or Master’s degree in computer science, engineering information systems or related field.
Minimum 5 years of experience as a software engineer and at least 3 years of management level responsibility leading a team.
Understanding of ITIL processes and their implementation.
Solid teamwork and interpersonal skills; ability to work well on cross-functional project teams and foster team commitment to tasks.
3+ years of Linux usage in server/application management and deployment experience.
3+ years’ experience with scripting, including bash or python.
Knowledge of relational databases Oracle/PL SQL.
Experience with system monitoring tools and configuration management tools such as Nagios, Cherwell or Jenkins.
Intermediate to advanced level understanding on networking basics, OSI model and networking protocols.
Intermediate to advanced level understanding of middle ware(Java) and data representation technologies(XML).
Experience in 24×7 production operations, preferably supporting a highly available environment
Debugging and troubleshooting skills, with an enthusiastic attitude to support and resolve customer problems.
Proven ability to research, evaluate, and select products/tools needed to meet business requirements.
Strong verbal and written communication skills, with an ability to express complex technical concepts in business terms
Strong analytical, problem-solving, and conceptual skills.
Must be proactive, detail-oriented, and team-oriented with excellent documentation and communication skills.

Technical Support Engineer

Talis Clinical LLC

Talis Clinical, LLC provides health technology supporting clinicians to impact patient safety and improve outcomes. The team at Talis Clinical is committed to developing technologies that provide enhanced safety and mitigation of adverse clinical events, while providing an intuitive, productive user experience.

We area fast paced organization with a culture orientated toward higher purpose outcomes and principles. This will be the most meaningful work you can do.

Responsibilities

Provide technical support related to Talis Clinical’s software and hardware solutions in a professional and courteous manner; effectively communicate with Clinicians and Clinical Engineering to facilitate resolutions of their needs
Identify, analyze, and document problems with program function, output, online screen, or content
Document software defectsand customer problems, using CRM and MS Team Foundation Server, and report defects to software developers
Ensure Talis productsmeet the established standards of quality including reliability, usability, and performance
Track and report against established QA metrics
Test system modifications to prepare for implementation
Monitor bug resolution efforts and track successes
Support holistic testing efforts for multiple projects and software releases, including integration, system, regression, performance and user acceptance testing
Support installations and implementations, to include on-site client activities.
Develop training materials for end users including FAQ’s, training manuals, and tutorials
On call coverage as assigned, weekends and overnight
Other duties as assigned

Preferred Experience

1-3 years internship, co-op, project, or work experience
Strong computer, application, and network troubleshooting skills
Strong communication and interpersonal skills; ability to respond effectively to all levels of end users
Experience in diagnosing and resolving problems to completion
Experience in a health care environment a plus
Knowledge of operating room medical devices, procedures, and workflows a plus

Other Requirements

Able to lift upto 25 pounds
Able to travel to client site if needed

Required Attributes

Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems
Reading Comprehension — Understanding written sentences and paragraphs in work related documents
Judgment and Decision Making — Considering the relative costs and benefits of potential actions to choose the most appropriate one
Speaking — Talking to others to convey information effectively
Active Listening — Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times

Education

Bachelor’s Degree required, with preference in Engineering

Required travel:

25% (Required)