Overview /

The Technical Support Engineer will support Numerated’s lending platform. This role will require direct customer support of our SaaS application.

Essential Responsibilities /

• Triage, diagnose and troubleshoot daily inbound support issues from our customers
• Become an expert on our product and handle level 1 issues including reproduction in our test environments and filing defects when appropriate
• Read and debug application logs to determine root cause and remedy when appropriate 
• Communicate with customers via email, JIRA and Zoom meetings in order to isolate and troubleshoot technical issues 
• Ensure proper case management within JIRA ticketing system for customer facing and internal escalations.
• Participate in internal meetings to discuss issues and improve processes
• Will grow to be able to debug end to end web applications (NGINX, Django, RabbitMQ, Python, Celery, PostgresSQL)
•  

Education Requirements /

• Bachelors Degree in MIS, Computer Science, or Computer Engineering or equivalent experience required

Work Experience Requirements /

• 0-2 years of experience in Customer Support, Production Support, Development, or QA
• Excellent communication skills
• Understanding of Web Applications
• Knowledge of SQL/Relational Databases required
• Banking industry knowledge desired
• Python and Jenkins skills desired
• Experience supporting applications in the cloud (AWS preferred) desired
• Must be detail-oriented and organized
• Ability to manage multiple issues simultaneously and display calm under pressure 
• Desire to work in client facing role
• Desire to work for a startup
• CRM and Defect Tracking tool knowledge (Salesforce and Jira preferred)
• Familiarity with SaaS monitoring tools desired (PagerDuty, Pingdom, Nagios for example)