Technical Lead working within a cross - functional scrum team at Vanguard. Lead and coach developers, ensuring viability of IT deliverables with strong programming background.
About the role
- L3 Support Engineer for Q2's digital banking Helix platform. Troubleshoot escalated issues, support implementations, and provide on-call technical leadership.
Responsibilities
- Provide L3 support for the Q2 Helix platform to internal and external customers
- Troubleshoot complex client applications, integration and environment issues escalated from Level 1 & Level 2 support
- Troubleshoot/resolve customer problems including code defects, product configurations, networking, platform, third party communications, and hardware configuration
- Support the implementations team with technical client setups and configurations
- Modify software as necessary (change scripts, review application logs, update database tables, tune peripheral applications)
- Construct and schedule automated processes and create custom processing scripts
- Regularly update customers via phone, email or client relationship management tool of ongoing troubleshooting and resolution efforts
- Contribute to team caseload management and receive escalated cases from management, prioritizing accordingly
- Document and report product/application defects to Development team and escalate unresolved problems to appropriate resources
- Serve as an escalation point and provide 24x7 on-call support coverage for escalated issues
- Proactively research and implement improvements to better serve customers
- Ensure adherence to security, availability, confidentiality and privacy policies and controls
- Cultivate cross-department communication and provide technical guidance and training to team members
Requirements
- 2 years of related support experience
- Previous experience with enterprise/mid-sized software support or delivery
- Strong understanding of remote tools and networking
- Server and component experience with Windows Server (current and supported versions), IIS configuration, and Service management
- Experience with Python and .NET programming a plus
- Advanced database knowledge with MS SQL (current and supported versions) preferred
- Ability to work on multiple assignments, prioritize, and resolve issues in a timely manner within a high-pressure environment
- Ability to discuss technical concepts with non-technical customers and handle tight timelines and demanding constraints
- Previous knowledge of the banking industry and practices preferred
- Expert level understanding of the Q2 architecture and process work flow needed
- Strong organization skills and close attention to detail
- Must be able to work non-standard hours as needed to support on-call team members and perform scheduled work
- Fluent written and oral communication in English
- Applicants must be authorized to work for any employer in the U.S.; employer will not sponsor or take over sponsorship of an employment Visa
Benefits
- Health & Wellness Benefits, including competitive health insurance offerings
- Generous paid parental leave for eligible new parents
- Hybrid Work Opportunities
- Flexible Time Off
- Career Development & Mentoring Programs
- Ongoing learning opportunities and mentorship programs
- Internal mobility
- Community Volunteering & Company Philanthropy Programs (Spark Program)
- Employee Peer Recognition Programs – “You Earned it”
- “Circle of Awesomeness” award ceremony and day of employee celebration
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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