Level 1 Application Developer Support Analyst

hace 4 semanas


Monterrey, México Sutherland A tiempo completo

We are hiring a Level 1 Application Developer Support Analyst to serve as a key resource to a dedicated set of our most valued and high-profile customers to help them extract maximum value from their investment in our team messaging, video meetings, and a business phone product.
**Qualifications**: RESPONSIBILITIES**:

- Cloud Lending Application Developers provide L1 production support for customers across our global support geographies, including India (Bangalore), Australia (Sydney) and North America (Austin, TX/San Mateo, CA)
- Help customers develop proficiency through resolution of reported case incidents, identification of root cause and problem prevention.
- Deliver a positive customer engagement experience while meeting and exceeding service SLA's.
- Work directly with Product and Development teams to improve the user experience and product roadmap through product feedback and change request management.
- Be a quality advocate throughout the product life cycle, collaborating with Product, Development, QA and Clients for new releases.
- Work individually and collaboratively to deliver solutions in live production systems
- Responsible for ensuring that all security, availability, confidentiality and privacy policies and controls are adhered to.
**EXPERIENCE AND KNOWLEDGE**:

- Bachelor's degree or equivalent experience
- Experience with cloud-based technology (CSS, JSON, APEX, JAVA, etc.)
- 2+ years software development and/or test automation experience
- Experience with Software Development Life Cycle, and production support.
- Experience managing critical customer issues and deliver creative solutions in a timely manner
- Demonstrated ability to manage multiple cases, and work on assigned tasks and meet deliverable timelines consistently
- Experience with Salesforce administration and Apex language
- Familiarity with JIRA and Confluence
- Experience in the FinTech or Banking Industries



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