Technical Escalations Engineering Lead
Company: Disability Solutions
Location: Seattle
Posted on: May 3, 2024
Job Description:
Position Type : Full time Type Of Hire : Experienced (relevant
combo of work and education) Education Desired : Bachelor's Degree
Travel Percentage : 5 - 10%Job DescriptionAbout the Team:We are
seeking a highly skilled and experienced Technical Escalations Lead
to join our Engineering team. The ideal candidate will have a
strong background in customer support within a SaaS or similar
customer-facing software company, coupled with experience in
coding/engineering tasks. This role is critical in developing and
managing our technical escalation processes, ensuring timely and
effective resolution of complex issues that impact our
customers.Key Responsibilities:
- Process Development: Build and refine the process and reporting
structure for technical escalations, ensuring alignment with
company goals and customer satisfaction.
- Investigatory Work: Conduct in-depth investigations into
technical issues, including writing scripts, creating monitors,
writing SQL queries, and making operational configuration
changes.
- Weekly Operations Reviews: Lead weekly operations review
meetings, presenting key findings, progress on ongoing issues, and
driving strategic discussions on improvement opportunities.
- Metrics and Reporting: Identify, track, and report on key
metrics related to technical escalations, utilizing data to drive
decision-making and continuous improvement within the support
organization.
- Cross-functional Collaboration: Work closely with Customer
Support, Engineering, and other departments to ensure a seamless
escalation process, fostering a culture of transparency and
responsiveness.
- Continuous Improvement: Drive initiatives to improve processes,
tools, and team capabilities to enhance the overall effectiveness
of technical support and escalation management.
- Team Leadership: Provide guidance and support to team members
involved in escalation processes, promoting a positive and
collaborative team environment.Qualifications:
- Minimum of 3 years in customer support roles within a SaaS or
customer-facing software company, with at least 1 year in a role
involving coding/engineering tasks.
- Bachelor's degree in computer science, Information Technology,
or related field, or equivalent experience
- Proficiency in scripting languages (e.g., Python, JavaScript),
SQL, and experience with operational configuration changes.
Familiarity with monitoring tools and software debugging is a
plus.
- Problem-Solving Skills:** Strong analytical and problem-solving
skills, with the ability to troubleshoot complex technical issues
and devise effective solutions.
- Communication Skills: Excellent verbal and written
communication skills, with the ability to clearly articulate
technical concepts to non-technical stakeholders.
- Leadership: Demonstrated ability to lead projects and teams,
with a focus on teamwork, collaboration, and the development of
team members.
- Organizational Skills: Strong organizational and project
management skills, with the ability to manage multiple priorities
in a fast-paced environment.What we offer you:At FIS, we hire the
best. In return, you receive exceptional benefits including:
- 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#PlatformsFIS is committed to
providing its employees with an exciting career opportunity and
competitive compensation. The pay range for this full-time position
is $96,170.00 - $161,570.00 and reflects the minimum and maximum
target for new hire salaries for this position based on the posted
role, level, and location. Within the range, actual individual
starting pay is determined additional factors, including
job-related skills, experience, and relevant education or training.
Any changes in work location will also impact actual individual
starting pay. Please consult with your recruiter about the specific
salary range for your preferred location during the hiring
process.Privacy StatementFIS is committed to protecting the privacy
and security of all personal information that we process in order
to provide services to our clients. For specific information on how
FIS protects personal information online, please see the Online
Privacy Notice.EEOC StatementFIS is an equal opportunity employer.
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. The EEO is the Law poster is
available here supplement document available hereFor positions
located in the US, the following conditions apply. If you are made
a conditional offer of employment, you will be required to undergo
a drug test. ADA Disclaimer: In developing this job description
care was taken to include all competencies needed to successfully
perform in this position. However, for Americans with Disabilities
Act (ADA) purposes, the essential functions of the job may or may
not have been described for purposes of ADA reasonable
accommodation. All reasonable accommodation requests will be
reviewed and evaluated on a case-by-case basis.Sourcing
ModelRecruitment at FIS works primarily on a direct sourcing model;
a relatively small portion of our hiring is through recruitment
agencies. FIS does not accept resumes from recruitment agencies
which are not on the preferred supplier list and is not responsible
for any related fees for resumes submitted to job postings, our
employees, or any other part of our company.#pridepass
Keywords: Disability Solutions, Kirkland , Technical Escalations Engineering Lead, IT / Software / Systems , Seattle, Washington
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