Software Support Engineer II
May 2014 — Present
Primary responsibilities include responding to critical production events, analysis of application code and configuration settings in order to solve Implementation and Customer Service issues. Strong Customer service focuses with the commitment to excellence and desire to delight customers. Manage multiple priorities within a fast paced environment. Actively contributes to the development of new or changed processes and procedures to improve production conditions as a Subject Matter Expert (SME), education of Technical Support Engineers, participation in product deployment, and data center maintenance planning. Tasks are obtained analyzed and monitored through the daily working queue tracking system. Escalation Protocols, Accuracy Plans, and standard operating procedures are followed ensuring quality of service. Root Cause Analysis will be performed as requested or in times of failure. Effectively communicate in meetings, in written form, and in one-on-one conversations with peers, supervisor, and others. Interacts with Customer Service, Implementations, Quality Assurance, Client Relations, Data Center, Networking, Product Management, Product Engineering, Interfaces and third party vendors as needed to resolve production problems. Documents work so that instructions and descriptions can be understood and re-used.