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

Capital One; Richmond (VA); Remote; USD 86,000 - 99,000; Full time

Job summary

Join a pioneering team at a forward-thinking company as a Production Support Senior Associate, where you will play a vital role in ensuring the reliability and performance of innovative SaaS solutions. This position offers the chance to work closely with talented product, tech, and design leaders, tackling challenges in customer support and system engineering. Your contributions will help streamline processes, enhance customer satisfaction, and drive continuous improvement initiatives. If you are passionate about technology and eager to make an impact in a dynamic environment, this is the opportunity for you!

Benefits

Comprehensive Health Benefits

Performance-Based Incentives

Inclusive Work Environment

Flexible Work Hours

Qualifications

• 3+ years in system engineering and 2+ years in software troubleshooting/customer support.
• Strong analytical skills and experience with cloud technologies preferred.

Responsibilities

• Coordinate customer onboarding and maintain troubleshooting documentation.
• Collaborate with cross-functional teams to resolve customer issues.

Skills

System Engineering

Software Troubleshooting

Customer Support

Data Analysis

Interpersonal Skills

Education

Bachelor's Degree

Tools

Snowflake

AWS Cloudwatch

Splunk

New Relic

Scripting Languages (Python, Bash)

Job description

Production Support, Senior 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 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.

We are seeking top tier talent to join our pioneering team and propel us towards our destination. You will be joining a team of innovative product, tech, and design leaders that tirelessly seek to question the status quo. As a Production Support, Senior Associate, you’ll have the opportunity to be on the forefront of building this business and bring these tools to market.

Job Summary:

We are seeking a highly skilled and motivated Production Support Senior 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:

• Coordinate and execute customer onboarding processes to ensure smooth transitions to our services.
• 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 and platform engineers to address and resolve customer issues.
• Collaborate with Level 3 support to perform root cause analysis and contribute to long-term solutions.
• Flexibility for on-call rotations and handling high-priority issues outside business hours.
• Update support tickets promptly, ensuring clear communication of the status and resolution of customer inquiries to uphold high standards of service.
• 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.
• Ensure adherence to company policies, IT standards, and regulatory requirements.
• Conduct data analysis on incidents/service requests trends, and recurring issues.
• Prepare and present reports on key metrics, including ticket SLAs.
• Strong interpersonal and collaboration skills to work effectively with cross-functional teams.

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
• At least 3 years of system engineering experience
• At least 2 years of software troubleshooting or software customer support experience

Preferred Qualifications:

• 1+ year of experience with Snowflake
• Experience with scripting languages (Python, Bash)
• 1+ years of experience in DevOps Engineering
• 1+ years of experience with public cloud technologies
• 1+ years of experience using monitoring tools (AWS Cloudwatch, Splunk, New Relic)
• AWS Certified Solutions Architect – Associate Certification.

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

The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

Remote (Regardless of Location): $86,000 - $98,200 for Support Specialist, Sr. Richmond, VA: $86,000 - $98,200 for Support Specialist, Sr.

Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate’s offer letter.

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. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.

This role is expected to accept applications for a minimum of 5 business days. No agencies please. Capital One is an equal opportunity employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex (including pregnancy, childbirth or related medical conditions), race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity, gender reassignment, citizenship, immigration status, protected veteran status, or any other basis prohibited under applicable federal, state or local law. Capital One promotes a drug-free workplace.