Job description

Software Support Engineer – Job Description

Seeking a reliable, flexible, independent software support engineer in a work-from-anywhere role for an LA based software company in the FinTech and Insurance sectors. As a small and nimble organization, the ability to work independently to identify next steps and tasks is highly valued. The contributions you provide will also be highly valued. This person will serve to primarily address technical issues relating to implementation, function and upgrades of our software. They will work directly with customers to resolve complaints, issues and problems and will create helpdesk tickets, problem reports and technical documentation. You will work closely with the development teams to identify and resolve issues that arise during the development process. Occasionally you will be called upon to lead training classes to educate customers about the products.

Duties and Responsibilities

Provide technical support to users:

Field calls and support requests from customers seeking assistance. Assist customers with troubleshooting their problems by diagnosing and fixing issues or passing it up to the appropriate development staff for analysis. Continue to communicate with customer and developers as questions arise and the solution is identified. Document solutions and close tickets as appropriate.

Assist developers with design and development:

Work with development staff to identify improvements in the existing software, both from a design and functional perspective. Identify potential issues with new versions of the software by assisting with internal User Acceptance Testing. Analyze all aspects of the software and make suggestions throughout its lifecycle on ways the product could be improved. Assist in the development of comprehensive testing “scripts” to improve the overall testing lifecycle.

Create technical documentation and manuals:

Document solutions as new issues are encountered. Generate technical reports on customer complaints and resolutions. When not assisting customers, work with existing development and support staff to create comprehensive product documentation.

On-boarding customers - New customer implementations:

Assist developers, managers and executive staff with new customer acquisition and on-boarding. This could range from assisting or running product demos during the sales cycle, up to and including working through new software implementations and configurations at new customer sites. The role will also include assistance with requirement gathering and general pre/post sales assistance.

Technical and Other Requirements

· MS SQL Experience

· Experience supporting Microsoft Web based applications

· Experience with ASP.NET, Web Forms, and JavaScript a plus

· Financial Technology and/or Insurance experience is highly valued

· Experience with helpdesk software

· Excellent written and verbal communication skills

Job Type: Full-time

Pay: $108,001.00 - $117,415.00 per year

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Supplemental pay types:

• Bonus pay

Experience:

• Help desk: 1 year (Preferred)
• Windows: 1 year (Preferred)

Work Location: Remote

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