Software Escalation Engineer Job at Advisor360
At Advisor360°, we hire people with all kinds of awesome experiences, backgrounds, and perspectives. We like it that way. So even if you don't meet every single requirement, please consider applying if you like what you see. Though many of our roles are assigned to a particular office location, most are a hybrid of remote and in-person work.
This is an exciting opportunity for a Software Escalation Engineer, to join our group within Advisor360's Customer Success and Operations team. You will share our passion for superior client experience optimization. You will act as an internal liaison for our Systems and Engineering teams and provide our customers timely status reports and updates. This is a hands-on opportunity to demonstrate your ability to solve complex problems, provide support for our SaaS offering comprised of best-in-class technologies, and enhance our IT processes and systems.
Software Escalation Engineer work to manage the lifecycle of all unplanned interruptions, malfunctions, and quality reductions of provided IT services. The main goals are to follow incident management protocols and restore provided IT services to normal operation as quickly as possible. The ideal candidate will possess strong problem solving, analytical and time management skills. They should also be able to apply organizational, critical thinking and oral and written communication skills.
Responsibilities
- Complex triage management, break/fix, and restoration of production service
- Collaborates with the various teams to ensure that problems are resolved effectively and efficiently
- Support existing and modern technologies within our full software stack
- Diagnose and resolve complex programmatic software escalations
- Develop and utilize technical tools and scripted solutions to automate and enhance our daily processes
- Participate in On-Call rotation with other members of the team
- Experienced customer and technical communication skills
Experience
- 4+ years' experience in a Software Development or Software Production Support environment
- Must have a strong understanding of the software development life cycle, including coding standards, best practices, debugging and design.
- Must possess demonstrated ability to provide customer service and deal with escalated customer issues
- Working knowledge of SQL and HTML/CSS, and experience with ITIL compliant incident, problem and change service management.
- Experience with management tools such as JIRA, Bitbucket, Confluence, Jenkins, Git, etc. preferred
- Experience with monitoring tools to identify potential failures and support forensic investigation.
- Experience with ITIL and/or other similar IT best practice frameworks
About Advisor360°
We're not your typical WealthTech company. Advisor360° was born out of tens of thousands of pieces of feedback received during the past 20 years from the industry's highest-producing financial advisors. Our software is second to none in creating operational efficiencies, unifying all the systems advisors need to run their businesses. Advisor360° launched in April 2019 as a new stand-alone technology company from our sister company, Commonwealth Financial Network®, the largest privately held Registered Investment Adviser–independent broker-dealer in the United States. With more than 2,000 independent advisors, Commonwealth is Advisor360°'s first customer; MassMutual is its second, bringing an additional 9,000 advisors onto the platform.
Come grow with us! Advisor360° is an exciting new venture, combining the nimble and innovative qualities of a start-up with the stability of a mature company. We have a track record of the highest satisfaction ratings by financial advisors in industry-leading publications, as well as a reputation for high workplace quality; for 12 years, as part of the Commonwealth team, we were voted one of the 100 best technology companies to work at by Computerworld. Benefits include a robust bonus plan, PTO, VTO (Volunteer Time Off), free access to vacation homes around the world, 50% 401(k) match, stock appreciation rights, referral bonuses, 80% of HMO premium for individuals and families, life-insurance coverage, short-term and long-term disability coverage, education assistance, flexible spending accounts, and employee assistance programs, just to name a few.
Join us on this journey. We believe that diversity drives innovation and so we are building a company where everyone is truly welcome. Everyone is encouraged to bring their unique, authentic selves to work every day. The way we see it, we're here to learn from each other. Are you ready to grow with us?
Advisor360° is an equal opportunity employer that is committed to a diverse workforce.
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