Support Engineer II

Overview

UW Credit Union is committed to delivering world-class digital experiences. Internet Services is a team of passionate software development professionals who deliver a diverse portfolio of technical solutions, including high-performance web applications, mobile apps, APIs and backend processes, that enable members to easily manage their financial lives. An Internet Services Support Engineer II is a software professional who enjoys solving unique and challenging problems in creative ways with a growth mindset. This person thrives in a fast-paced, collaborative, team-oriented environment and has an enthusiasm for learning. This position provides second-level support for members as they interact with our external software applications, and first-level support for business partners as they use internal software tools. Primary responsibilities include mentoring other support engineers, monitoring our support ticket queue, collaborating with internal partners to diagnose and troubleshoot issues, and collaborating with software engineering and DevOps to ensure problems are resolved in a timely manner. This position will work in an Agile environment and participate in team activities supporting our iterative development process.

Responsibilities

Support Engineering

• Evaluate incoming support tickets and make decisions on priority, level of urgency, and next steps required.
• Perform advanced research and problem solving of internal customer and member questions and issues.Perform complex diagnosis and analyze reported issues utilizing logs and monitoring tools.
• Escalate and coordinate fixes for incidents or enhancements with Software Engineers and DevOps.
• Read and understand code to be able to find potential bugs and determine level of access granted to users.
• Make code changes to implement fixes for software bugs and make incremental software improvements and enhancements as needed.
• Respond effectively and efficiently to unplanned events such as system failures involving production systems.
• Prepare and update technical documentation of systems and processes in an always changing environment.
• Assist IS leadership, audit, and other business partners in reporting and data needs via SQL queries.
• Facilitate ad hoc requests for member notification and notices.
• Write and run tasks and console programs to facilitate manual processes and rerun unsuccessful jobs as needed.
• Mentor other support engineers, providing technical guidance and handling escalations.

Team and Cross Functional Collaboration

• Provide business units a primary point of contact for reporting issues via phone ACD, Teams channels, and support ticket.
• Create processes and make process improvements for escalating issues to appropriate internal product teams (e.g. software engineers, DevOps).
• Effectively communicate issues and escalations to product teams and DevOps by providing detailed background, resources, and forensic data.
• Communicate details regarding technical analysis to audiences with varying technical ability.
• Lead communication efforts and follow current process guidelines for disruption/outage communications during business hours.
• Coordinate the scheduling and communication of Scrum-related events.
• Coordinate release testing and deployments for flagship applications.
• Coordinate and communicate with business units regarding upcoming product releases.
• Collaborate with engineering teams, business units, and technical peers to ensure business requirements are met.
• Communicate support process changes to product teams.
• Maintain collaborative relationships with key business partners in IT, MSO, and MSC.

Operational Excellence

• Take ownership of customer issues reported and see problems through to resolution.
• Provide excellent customer service offering guidance and providing next steps and solutions.
• Resolve support tickets in a professional manner.
• Maintain a high degree of quality in communication and technical work.
• React to and fix issues and bugs quickly and efficiently in an agile development environment.
• Possess broad range of knowledge for IS Systems, Applications, and Operations, as well as host systems and processes.

Continuous Learning

• Understand and utilize the tools, technologies, and techniques for creating software using modern practices.
• Maintain awareness of emerging technology trends.
• Maintain awareness of current credit union systems and processes.

Research & Analysis

• Maintain knowledge of software support processes and tools and advise initiatives to adopt new technologies with the support of Internet Services Leadership.

Qualifications

Experience & Education

• Bachelor’s degree in Computer Science or a similar field is required.
• 2 – 3 years of Support Engineering experience is required.

Skills

• Fluency with software development tools and technologies.
• Familiarity with one or more object-oriented programming, scripting, and query languages.
• Fluency in version control systems.
• Strong oral and written communication skills.

Working at UW Credit Union

Join one of Wisconsin’s premier financial institutions, a National Top Workplace and multi-year recipient of Madison Magazine’s Best Places to Work, Wisconsin State Journal’s Top Workplaces, and Milwaukee Journal Sentinel’s Top Workplaces to receive:

• 21.5 days of annual time off (accrued per pay period)
• 2 weeks paid caregiver leave
• 2.5 weeks paid new child parental leave
• 2 days paid volunteer time
• Hybrid work environment: minimum 3 days a week on-site
• 10 paid holidays (including your birthday!)
• 401k company match of up to 5%, plus approximately 4% discretionary match
• 457 deferred-compensation plan
• Variable bonus reward
• Competitive Medical, Dental, and Vision plans, including domestic partner eligibility
• Employee Assistance Program
• And more!

All employees must possess valid work authorization to work for UWCU on the date of hire.  UWCU does not provide immigration sponsorship or support for employment authorization to include, but not limited to, sponsorship or support for H-1B, F-1 OPT, TN, or other visa category.