Platform Support Engineer

Job Description: We are looking for an ambitious teammate to join our powerful support team! This position is for individuals who are highly motivated, self-directed and have a desire to work on one of the leading Fintech cloud-based companies. Learning opportunities are limitless. Our Platform Support Engineer profile is one of the best opportunities to master the Amplify Platform and achieve your career goals. You must possess excellent analytical and interpersonal skills, and have the passion to deliver outstanding support.

Your Impact - Responsibilities: In your role as an Amplify Technical Support Engineer, you work collaboratively with the Service Team when Amplify customers experiencing technical challenges and to assist internal staff to work through technology issue diagnosis and system configuration. This multi-faceted role has the unique opportunity to resolve customer-facing problems quickly and participate in the ongoing software development/support lifecycle.

Job responsibilities include but are not limited to:


· The complete end-to-end customer experience using the Amplify Platform technology.

· Assisting customers in troubleshooting their Amplify-related challenges.

· Master the technology within the Amplify Platform, supporting a financial advisor’s practice (CRM, Portfolio Modeling, Risk Scoring, Client/Account Paperwork, trading, etc) within the Amplify Platform

· Assume case ownership and resolve customer Amplify issues through strategically running complex customer problems (involves debugging, troubleshooting, and ensuring issues are fully resolved).

· Demonstrating the ability to research, document, and prioritize customer issues, using internal tools and raising to internal teams, Product Engineering, and additional stakeholders, when required;

· Demonstrating exceptional analytical, troubleshooting, and problem-solving expertise.

· Actively maintaining and participating in job-related training activities.

· Ability to adapt to a high-paced, high-volume environment with shifting priorities while executing tasks with accuracy.

· Participation in team operational activities including but not limited to; team meetings, responsiveness to various asks, team trainings, collaboration on cases, etc.

· Creating and curating knowledge content.

· Provide peer mentorship to team members

· Ability to assist with validation and testing of updates and features prior to release by Product Engineering

· Platform database changes, System administrator, Monitoring platform performance, and system outages

Minimum Qualifications:

· 3+ years work experience in Technical Support equivalent technical position;

· Excellent written and verbal communication skills;

· Experience with Database concepts, Data management (RDBMS), and SQL;

· Understanding of cloud applications and their components

· Familiarity with OOP languages and/or C#.NET and front-end UI implementations

· Experience working with and solving problems in a variety of internet browsers, (i.e. Chrome, Safari, etc.) and device types (PC/Mac, tablets, phones, etc)

· Demonstrated skill in Customer Support or Customer Service in a customer-facing role;

· Ability to effectively prioritize and advance customer issues, as required; and,

· Ability to multi-task and perform effectively under pressure.


Desired Qualifications:

· Bachelor's degree in Computer Science or computer/business information systems

· Experience in supporting cloud based applications and other cloud-based technologies

· The ability to debug customer issues remotely demonstrating troubleshooting tools such as Chrome DevTools.

· Familiar with Git, Web Development lifecycles, API consumption.

· Ability to identify and submit code modification Pull Requests targeting UI or API layers to solve an outstanding issue

· Prior experience working in software production support and/or DevOps team.

· Existing understanding of financial advisor technologies listed in the responsibilities section above

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: Onsite Scottsdale, AZ 85254

Job Type: Full-time

Ability to Commute:

• Scottsdale, AZ 85260 (Preferred)

Ability to Relocate:

• Scottsdale, AZ 85260: Relocate before starting work (Preferred)

Work Location: In person