Production Support, Senior Associate - Capital One Software (Remote)

Production Support, Senior Associate - Capital One Software (Remote)

Ever since our first credit card customer in 1994, Capital One has recognized that technology and data can enable even large companies to be innovative and personalized. As one of the first large enterprises to go all-in on the public cloud, Capital One needed to build cloud and data management tools that didn’t exist in the marketplace to enable us to operate at scale in the cloud. And in 2022, we publicly announced Capital One Software and brought our first B2B software solution, Slingshot, to market.

Building on Capital One’s pioneering adoption of modern cloud and data capabilities, Capital One Software is helping accelerate the data management journey at scale for businesses operating in the cloud. If you think of the kind of challenges that companies face – things like data publishing, data consumption, data governance, and infrastructure management – we’ve built tools to address these various needs along the way. Capital One Software will continue to explore where we can bring our solutions to market to help other businesses address these same needs going forward.

We are seeking top tier talent to join our pioneering team and propel us towards our destination. You will be joining a team of innovative product, tech, and design leaders that tirelessly seek to question the status quo. As a Production Support, Senior Associate, you’ll have the opportunity to be on the forefront of building this business and bring these tools to market.

 

Job Summary: 

We are seeking a highly skilled and motivated Production Support Senior 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.

Responsibilities: 

• Coordinate and execute customer onboarding processes to ensure smooth transitions to our services. 

• 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 customer issues.

• Collaborate with Level 3 support to perform root cause analysis and contribute to long-term solutions.

• Flexibility for on-call rotations and handling high-priority issues outside business hours.

• Update support tickets promptly, ensuring clear communication of the status and resolution of customer inquiries to uphold high standards of service.

• 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..

• Ensure adherence to company policies, IT standards, and regulatory requirements.

• Conduct data analysis on incidents/service requests trends, and recurring issues. 

• Prepare and present reports on key metrics, including ticket SLAs

• Strong interpersonal and collaboration skills to work effectively with cross-functional teams, 

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

Basic Qualifications: 

• Bachelor's degree

• At least 3 years of system engineering experience

• At least 2 years of software troubleshooting or software customer support experience

 

Preferred Qualifications:

• 1+ year of experience with Snowflake

• Experience with scripting languages (Python, Bash)

• 1+  years of experience in DevOps Engineering