Principal Associate, Support Engineer - Capital One Software (remote) - Remote Eligible

Principal Associate, Support Engineer - 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.

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.

Responsibilities:

• Provide advanced technical support for complex issues, addressing system and application-related challenges.
• Familiarity with microservices architecture, understanding how to support and troubleshoot microservices-based applications.
• Proficient in writing and executing SQL script to extract and analyze data.
• 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.
• 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, product managers 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.

Basic Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• At least 4 years of system engineering experience.
• At least 3 years of software troubleshooting or software customer support experience.

Preferred Qualifications:

• Experience with scripting languages (Python, Bash)
• 3 + years of experience with public cloud technologies
• 2 + years of experience using monitoring tools (AWS Cloudwatch, Splunk, New Relic, Solarwinds)

This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan.

Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the Capital One Careers website.

Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries.