Application Support Engineer, Self Financial

• We're looking for people who share our passion and are driven to tackle challenges, find solutions and make the financial space better for the communities we serve
• Strong verbal and written communication
• Well organized and flexible to priority and duty changes
• Maintains a high level of focus, accuracy and dependability
• Practical knowledge about application flows

Desirable

• Our team is passionate about challenging the status quo of the credit industry by providing people accessible tools to take control of their credit
• Executing on our mission requires deep collaboration across our teams to ensure our products reach the people who can benefit from them the most, particularly the 100 million+ Americans who have no or low credit
• The Application Support Engineer is a blend of pragmatic operators and software developers that apply sound engineering principles, operational discipline, and mature automation to maintain the stability of the company’s core applications
• This position reports to the Manager of Application Support Engineering
• The ASE is responsible for the timely resolution of auto-detected and customer reported issues within the core application services
• Secondarily, the ASE is responsible for developing the systems and processes to improve the efficacy of issue detection and resolution
• The ASE is required to document any troubleshooting and process instructions that might be of further use to the team, engineering, management, or operations
• Documentation must be clear and concise; must explain the problem to solve; must denote the steps to resolve
• The ASE will address issues generated via OpsGenie alerts, customers (via the CS team) and engineering based on established priorities and service level objectives
• Every issue will have time tracked on a daily basis at minimum
• Before resolving, each issue will be updated with a description of the problem, steps to troubleshoot, and steps to resolve
• This includes links to documentation, scripts used to affect change in production and any custom steps take to resolve the issue
• The ASE will communicate the status of each issue to operations, engineering, management and ASE team members pursuant to published service level objectives
• The ASE will address issues and communicate progress and resolution per published service level objectives
• They will participate in a 24 hour primary and secondary on-call rotation
• Daily scheduled support tasks
• Address Operational issues in known slack channels
• Respond to alerts in a timely manner (before issues escalate to secondary)
• Secondary - responding to issues when Primary is unavailable
• The ASE will run system commands or database modifications from committed source code and published instructions
• They will coordinate with management to test and run uncommitted scripts and commands