Support Engineer II

Support Engineer II

Job :

Location:

City Madison

Category:
Info Tech & Internet Services

FTE: 1.0

Schedule:

Monday-Friday normal business hours. Hybrid work structure (onsite 2 days per week).

Salary Grade: 11T

Min Salary: USD $87,700.00/Yr.

Mid Salary: USD $/Yr.

UW Credit Union is committed to delivering world-class member experiences. IT Application Development is a team of passionate professionals who deliver a diverse portfolio of technical solutions, including high-performance web applications, integrations and core financial systems that enable the credit union to deliver high quality financial products and services. A Support Engineer is a software professional who enjoys solving unique and challenging problems in creative ways with a growth mindset.

This person thrives in a fast-paced, collaborative, team-oriented environment and has an enthusiasm for learning. This position provides second-level support for members as they interact with our external software applications, and first-level support for business partners as they use internal software tools. Primary responsibilities include monitoring our support ticket backlog, collaborating with internal partners to diagnose and troubleshoot issues, and collaborating with database administrators, software engineering and Dev Ops to ensure problems are resolved in a timely manner.

This position will work in an Agile environment and participate in team activities supporting our iterative development process.

• Evaluate incoming support tickets and make decisions on priority, level of urgency, and next steps required.
• Perform advanced research and problem solving of internal customer and member questions and issues.
• Perform complex diagnosis and analyze reported issues utilizing logs and monitoring tools.
• Escalate and coordinate fixes for incidents or enhancements with Software Engineers and Dev Ops.
• Read and understand code to be able to find potential bugs and determine level of access granted to users.
• Make code changes to implement fixes for software bugs and make incremental software improvements and enhancements as needed.
• Respond effectively and efficiently to unplanned events such as system failures involving production systems.
• Prepare and update technical documentation of systems and processes in an always changing environment.
• Assist IT leadership, audit, and other business partners in reporting and data needs via SQL queries.
• Facilitate ad hoc requests for member notification and notices.
• Write and run tasks and console programs to facilitate manual processes and rerun unsuccessful jobs as needed.
• Mentor other support engineers, providing technical guidance and handling escalations.
• Manage core financial platform and operating system.
• Design and configure integration technologies such as file transfer.

• Provide business units a primary point of contact for reporting issues via email, Teams channels, and support requests.
• Create processes and make process improvements for escalating issues to appropriate internal product teams (e.g. software engineers, Dev Ops).
• Effectively communicate issues and escalations to product teams and Dev Ops by providing detailed background, resources, and forensic data.
• Communicate details regarding technical analysis to audiences with varying technical ability.
• Lead communication efforts and follow current process guidelines for disruption/outage communications during business hours.
• Coordinate the scheduling and communication of Scrum-related events.
• Coordinate release testing and deployments for flagship applications.
• Coordinate and communicate with business units regarding upcoming product releases.
• Collaborate with engineering teams, business units, and technical peers to ensure business requirements are met.
• Communicate support process changes to product teams.
• Maintain collaborative relationships with key business partners in IT, MSO, and MSC.

• Take ownership of customer issues reported and see problems through to resolution.
• Provide excellent customer service offering guidance and providing next steps and solutions.
• Resolve…