Technical Support Engineer

🕒 Janeiro 2

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $60.000 - $70.000 / ano

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

📞 Engenheiro de Suporte

🦅 Patrocina Visto H1B

Esta empresa já patrocinou vistos H1B no passado.

Candidatar-se

Encontrar Vagas Remotas Similares

Receber Emails de Vagas Remotas

📊 Verifique sua pontuação de currículo para esta vaga

Melhore suas chances de conseguir uma entrevista verificando sua pontuação de currículo antes de se candidatar.

Enviar Currículo

Nomis Solutions

SiteLinkedInTodas as Vagas

51 - 200 funcionários

Fundada em 2002

🏦 Bancário

💳 Fintech

☁️ SaaS

Banking • Fintech • SaaS

A Nomis Solutions é uma empresa de software que fornece uma plataforma de precificação e análise para bancos de varejo e credores. Seus produtos e soluções — incluindo otimização de preços, otimização de depósitos e empréstimos, gestão de preços e ofertas, e orientação de preços para a linha de frente — ajudam instituições financeiras a utilizarem insights orientados por dados para personalizar ofertas, responder rapidamente às mudanças do mercado e impulsionar o crescimento lucrativo. A Nomis oferece essas capacidades como uma plataforma tecnológica (SaaS) para bancos e outras instituições financeiras.

Descrição

• Lead Technical Incident Resolution • Serve as the primary customer point of contact for L2 and L3 technical issues, bringing both technical precision and customer empathy to every interaction. • Troubleshoot complex software and environment-related incidents including configuration, customization, performance, integration, and usability challenges across our platform. • Act as the quarterback while coordinating with Engineering, DevOps, Data, Analytics, Product, and Services teams to drive swift resolution and maintain customer confidence. • Replicate and analyze customer-reported issues in test environments, executing systematic investigation to identify root causes and validate solutions. • Deliver exceptional customer service that balances technical accuracy, empathy, and urgency, ensuring customers feel supported throughout the resolution process. • Maintain timeline communication and proactive status updates in alignment with SLA commitments, escalating to management when appropriate to ensure awareness and resource allocation. • Apply Deep Technical Investigation • Execute and test API calls (REST APIs) using Postman to diagnose integration issues and validate system behavior. • Analyze API logs using logging applications to diagnose performance bottlenecks, error responses, and traffic disruptions. • Apply foundational knowledge of SQL to write queries against databases, extracting data needed to understand system state and customer configuration. • Leverage understanding of cloud architecture including AWS, AWS S3, AWS Cloudwatch, Sumologic, and Snowflake to respond to infrastructure issues and alerts. • Work with core development technologies including Java, JavaScript, MySQL, NoSQL, and Python to investigate and resolve technical issues. • Drive Proactive Excellence and Knowledge Building • Perform proactive monitoring of telemetry and customer health scorecard metrics, investigating symptomatic or repeat issues before they escalate to customer-reported incidents. • Execute critical production activities including health checks, certificate updates, and monitoring jobs to maintain system reliability. • Participate in User Acceptance Testing (UAT) on releases, identifying defects before they reach customers and ensuring high-quality deployments. • Build and maintain the support knowledge base, documenting root causes and resolution patterns that strengthen team capabilities and accelerate future incident response. • Embrace AI tools and automation opportunities, proactively recommending ways to streamline repetitive work and enhance support efficiency. • Stay current with Nomis products, maintaining deep understanding of platform capabilities, customer configurations, and emerging features. • Strengthen Customer Relationships Through Communication • Manage support tickets using Zendesk and JIRA, ensuring comprehensive documentation and seamless handoffs across teams. • Join customer virtual meetings prepared to discuss case details, current status, resolution approach, and next steps with clarity and confidence. • Establish yourself as a trusted technical advisor on customer configuration and product usage, building relationships that improve overall customer experience. • Handle complex cases with high attention to detail, managing multiple workstreams while maintaining quality and responsiveness.

🎯 Requisitos

• 3+ years of experience in a customer support organization handling L1, L2, or L3 issues for a B2B SaaS application • Experience working with complex enterprise customers that have application customizations and sophisticated technical environments • Foundational knowledge and practical experience with core development technologies including Java, JavaScript, MySQL, NoSQL, and Python • Familiarity responding to infrastructure issues and alerts in cloud environments • Working knowledge of architecture structures and cloud applications including AWS, AWS S3, AWS Cloudwatch, Sumologic, and Snowflake • Prior use of common tracking tools such as JIRA and Zendesk (or similar ticketing systems) • Excellent and responsive communication skills—written, oral, and live over video—with the ability to translate technical complexity for varied audiences • High attention to detail and ability to manage complex cases with multiple moving parts • Ability to adjust effectively to changing priorities and technical environments, maintaining composure when troubleshooting urgent production issues • Demonstrates systematic approach to identifying root causes and developing effective solutions for complex technical challenges • Maintains focus and positive mindset during high-pressure situations, recovering quickly from setbacks to continue delivering exceptional support • Takes full accountability for incident resolution from initial report through final documentation, following through without requiring constant oversight • Actively seeks to expand technical knowledge across multiple domains, staying current with platform updates and emerging technologies • Collaborates effectively across engineering, DevOps, and product teams, sharing knowledge and contributing to collective problem-solving

🏖️ Benefícios

• Competitive salary • Annual bonus • 3 weeks paid vacation • Full benefits • Remote work environment • Flexible work schedule