Technical Support Engineer

Altimetrik; Basking Ridge (NJ); On-site; USD 70,000 - 90,000; Full time

Job summary

Altimetrik is seeking a Technical Support Engineer in Basking Ridge, NJ. In this role, you will provide first-level technical support, monitor support requests, and troubleshoot issues related to banking systems. The ideal candidate will have 3 to 5 years of experience and a Bachelor's degree in computer science or a related field.

You will also contribute to knowledge sharing within the team, possess excellent communication skills, and work under pressure in a fast-paced environment. Familiarity with tools like Postman and Splunk is highly desirable.

Qualifications

• Minimum of 3 to 5 years of overall experience required.
• Hands-on experience with relevant tools is required.
• Experience in Banking/payment technologies is a plus.

Responsibilities

• Provide first-level technical support to customers.
• Monitor and triage incoming support requests.
• Diagnose and resolve basic technical issues.
• Contribute to knowledge base articles and FAQs.
• Escalate complex issues to higher-level support teams.
• Collaborate with cross-functional teams.
• Adhere to security protocols and compliance standards.

Skills

Knowledge Sharing

Adaptability and Learning

Problem-solving skills

Excellent communication skills

Customer-oriented mindset

Familiarity with ticketing systems

Ability to work under pressure

Willingness to learn new technologies

Education

Bachelor's degree in computer science or IT

Tools

Postman

Kibana

Splunk

Grafana

Job description

Technical Support Engineer, Basking Ridge, NJ

Responsibilities

• Customer Support: Provide first-level technical support to customers. Respond to inquiries, troubleshoot issues, and resolve problems in a timely and professional manner. Ensure a high level of customer satisfaction through effective communication and problem resolution.
• Incident Management: Monitor and triage incoming support requests via various channels (phone, email, ticketing system) and prioritize them based on urgency and impact. Log and track all customer interactions, activities, and resolutions accurately in the ticketing system.
• Troubleshooting: Diagnose and resolve basic technical issues related to banking systems, applications, and infrastructure. Utilize knowledge bases, troubleshooting guides, and documented procedures to identify solutions or elevate to higher-level support teams when necessary.
• Documentation and Knowledge Sharing: Contribute to the creation and maintenance of knowledge base articles, FAQs, and troubleshooting guides. Document common issues, their resolutions, and best practices to facilitate self‑service for customers and improve overall efficiency.
• Escalation Management: Escalate complex or unresolved issues to the appropriate L2 or L3 support teams, providing detailed information and following escalation procedures. Collaborate with higher‑level support teams to ensure prompt and effective resolution of customer issues.
• Collaboration and Communication: Collaborate with cross‑functional teams, including developers, system administrators, and business analysts, to resolve customer issues and provide timely updates to customers.
• Compliance and Security: Adhere to security protocols, data privacy regulations, and industry compliance standards when handling customer data and accessing sensitive systems or information.

Skills

• Knowledge Sharing: Contributing to the knowledge base and sharing insights with the team is an indicator of success.
• Adaptability and Learning: Embracing change, quickly acquiring new skills, and effectively applying them to support customer needs indicates success in a rapidly evolving technical support environment.
• Strong problem‑solving skills and ability to troubleshoot basic technical issues independently.
• Excellent communication and interpersonal skills, with the ability to explain technical concepts to non‑technical individuals.
• Customer‑oriented mindset with a focus on delivering high‑quality customer service.
• Familiarity with ticketing systems and knowledge base tools is a plus.
• Ability to work under pressure in a fast‑paced environment and manage multiple priorities effectively.
• Willingness to learn and adapt to new technologies and tools in the banking technology domain.

Experience & Qualifications

• A minimum of 3 to 5 years of overall experience is required.
• Hands‑on experience with tools such as Postman, Kibana, Splunk, and Grafana is required.
• Bachelor's degree in computer science, Information Technology, or a related field.
• Experience in Banking /payment technologies is a plus.