Customer Support Engineer

About the Role

We are seeking a highly motivated and detail-oriented Customer Support Engineer to join our customer support team. As a Customer Support Engineer, you will be the primary point of contact for our clients, assisting with troubleshooting, product inquiries, and ensuring customer satisfaction. Your technical expertise, problem-solving abilities, and exceptional communication skills will play a crucial role in delivering world-class support to financial institutions utilizing our platform.

Responsibilities

• Represent the voice of the customer to Engineering, Product, and Program Management teams by communicating customer issues and relevant information, assisting with investigation
• Maintain excellent, timely communications with Supernova’s customers and internal stakeholders
• Provide technical support to troubleshoot and resolve issues reported by customers and other team members through chat, helpdesk inquiries, email as well as phone
• Troubleshoot and analyze errors, inconsistencies, and potential bugs, utilizing knowledge of cloud hosting services, logging and monitoring applications, and storage/database layers as required
• Monitor front-end and back-end systems to ensure constant un-interrupted functionality
• Provide fault isolation and root cause analysis for technical issues and outages as well as detailed bug analysis for product and development teams
• Provide configuration instructions, training, and best practices to customers to strengthen the knowledge of the Supernova product
• Act with speed and take ownership of sensitive and/or highly critical issues that need expedited resolution
• Be able to lead and delegate tasks to provide faster and more efficient resolution
• Write technical documentation or knowledge base articles for undocumented incidents as well as update outdated technical documentation
• Provide scheduled on-call support to assist with post-business hours incident management and developer assistance
• Strive to continue to learn each area of Supernova to become an eventual Subject Matter Expert (SME)

Qualifications

• BA/BS Degree in Computer Science or IT Related Field of Study 
• 1+ years of experience as a Technical Support Engineer, Application Support Engineer, or applicable customer service experience 
• Basic knowledge of back end and front-end programming languages, including Java, Python, SQL, and JavaScript
• Knowledge and understanding of database structures, table relationships, and SQL to query and alter database information
• Basic knowledge of Command Line/Terminal and commands associated with back end services, including CURL Commands, SSH, PGP, AWS CLI, etc
• Excellent written and verbal communication skills  
• Ability to work independently and within a highly collaborative team environment
• Commitment to continuous education and drive to stay up to date with the latest technologies
• Ability to lead by example and assist the Enterprise Manager with leadership duties
• Back-end hosting solutions knowledge, such as AWS or Microsoft Azure is a plus

Our Employee Benefits

At Supernova Technology, we provide a robust benefits package to support the health and well-being of our employees. Our offerings include:

• Medical, Dental, and Vision Insurance: Multiple plans with coverage for employees and dependents.
• HSA and FSA Accounts: Tax-advantaged accounts for health and dependent care expenses.
• Life and Disability Insurance: Employer-paid basic coverage with options for additional voluntary coverage.
• Compensation: $50,000 - $75,000 per year
• Retirement Savings: 401(k) plan with employer contributions.
• Employee Assistance Program (EAP): Confidential support services, including free therapy sessions.
• Paid Time Off: Flexible PTO policies.
• Additional Perks: Commuter benefits, pet insurance, continuing education assistance, and more.

Note: Actual salary at the time of hire may vary and may be above or below the range based on various factors, including but not limited to, the candidate's relevant qualifications, skills and experience, and the location where this position may be filled.

Join us and make an impact while growing your career at Supernova!