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

Capital One; Richmond (VA); Remote; USD 80,000 - 120,000; Full time

Job summary

An innovative firm in the tech sector is on the lookout for a Production Support Principal Associate to join their dynamic SaaS support team. This role is pivotal in ensuring the reliability and performance of cutting-edge software solutions. With a focus on system engineering and troubleshooting, you will tackle complex issues and enhance customer satisfaction. You will collaborate with talented professionals and have the opportunity to contribute to automation initiatives. If you thrive in a fast-paced environment and have a passion for technology, this position offers an exciting pathway for your career.

Qualifications

• 4+ years of system engineering experience and 3+ years in software troubleshooting.
• Strong background in customer support and technical problem-solving.

Responsibilities

• Provide advanced technical support for complex system issues.
• Monitor system performance and proactively identify potential issues.
• Collaborate with cross-functional teams to resolve software challenges.

Skills

System Engineering

Troubleshooting

Customer Support

SQL

Automation

Microservices

Education

Bachelor's degree in Computer Science

Tools

Snowflake

Databricks

AWS CloudWatch

Splunk

New Relic

Python

Bash

Job description

Overview

Production Support, Principal 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 challenges companies face—such as data publishing, data consumption, data governance, and infrastructure management—we've built tools to address these needs. Capital One Software will continue to explore where we can bring our solutions to market to help other businesses address these same needs.

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 SaaS organization. As a key member of our technical support group, you will ensure 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

1. Provide advanced technical support for complex issues, addressing system and application challenges.
2. Support and troubleshoot microservices-based applications.
3. Proficient in writing and executing SQL scripts to extract and analyze data.
4. Diagnose and resolve software issues promptly to meet SLAs.
5. Monitor system performance and proactively identify potential issues.
6. Create and maintain documentation related to troubleshooting, system configurations, and support processes.
7. Share knowledge with team members and contribute to training materials.
8. Collaborate with cross-functional teams, including developers, product managers, and platform engineers.
9. Perform root cause analysis with Level 3 support and contribute to long-term solutions.
10. Communicate effectively with customers, providing timely updates and resolutions.
11. Ensure high customer satisfaction through professional interactions.
12. Identify automation opportunities to streamline tasks.
13. Participate in on-call rotations for 24/7 support.
14. Respond to emergency situations to minimize downtime.

Qualifications

Basic Qualifications

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

Preferred Qualifications

• Experience with Snowflake and Databricks.
• Scripting experience (Python, Bash).
• 3+ years in DevOps Engineering.
• 3+ years with public cloud technologies.
• 2+ years using monitoring tools (AWS CloudWatch, Splunk, New Relic).
• AWS Certified Solutions Architect - Associate.

At this time, Capital One will not sponsor new applicants for employment authorization for this position.