Production Support Principal Associate - Capital One Software - (Remote)

at  Capital One

Locations: US Remote, United States of America
Production Support Principal Associate - Capital One Software - (Remote)

JOB SUMMARY:

We are seeking a highly skilled and motivated Production Support Principal Associate to join our Capital One Software Support team in a fast-paced Software as a Service (Saas) organization. As a key member of our technical support group, you will play a critical role in ensuring the reliability, performance, and optimal functionality of our SaaS product. The ideal candidate should have a strong background in system engineering, troubleshooting, and customer support.

BASIC QUALIFICATIONS:

• Bachelor’s degree
• At least 4 years of system engineering experience
• At least 3 years of software troubleshooting or software customer support experience

PREFERRED QUALIFICATIONS:

• At least 1 year of experience with Snowflake
• Experience with scripting languages (Python, Bash)
• 3+ years of experience in DevOps Engineering
• At least 3 years of experience with public cloud technologies
• At least 2 years of experience using monitoring tools (AWS Cloudwatch, Splunk, New Relic)
• AWS Certified Solutions Architect – Associate Certification.

• Provide advanced technical support for complex issues, addressing system and application-related challenges.
• Diagnose and resolve software issues in a timely and efficient manner to meet service level agreements (SLAs).
• Monitor system performance and proactively identify potential issues before they impact users.
• Collaborate with the engineering and operations teams to implement system upgrades, patches, and optimizations.
• Create and maintain comprehensive documentation related to troubleshooting procedures, system configurations, and support processes.
• Share knowledge with team members and contribute to the development of training materials.
• Work closely with cross-functional teams, including software developers and platform engineers to address and resolve complex technical issues.
• Collaborate with Level 3 support to perform root cause analysis and contribute to long-term solutions.
• Communicate effectively with customers to understand and troubleshoot issues, providing timely updates and resolutions.
• Ensure a high level of customer satisfaction through professional and courteous interactions.
• Identify opportunities for automation to streamline repetitive tasks and enhance efficiency.
• Contribute to continuous improvement initiatives, suggesting and implementing process enhancements.
• Participate in on-call rotations to provide 24/7 support for major incidents.
• Respond promptly to emergency situations, contributing to swift resolution and minimizing downtime.
  If you are a highly analytical and collaborative individual with a passion for ensuring the seamless operation of SaaS solutions, we invite you to apply for this challenging and rewarding position. Join us in delivering exceptional support to our clients and contributing to the success of our innovative SaaS products.