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Hybrid Application Support Engineer

Self financial · Austin, San Francisco, California, Chicago, Illinois, Dallas, United States Of America · Hybrid

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Self Financial is a venture-backed, high-growth FinTech company with a mission to increase economic inclusion and financial resilience by empowering people to build credit and build savings.

We're looking for people who share our passion and are driven to tackle challenges, find solutions and make the financial space better for the communities we serve.

Our team is passionate about challenging the status quo of the credit industry by providing people accessible tools to take control of their credit. Executing on our mission requires deep collaboration across our teams to ensure our products reach the people who can benefit from them the most, particularly the 100 million+ Americans who have no or low credit.

We celebrate diversity and are committed to creating an inclusive environment for all employees. To that end, we seek to recruit, develop and retain the most talented people from a diverse candidate pool.

About the Role:

The Application Support Engineer is a blend of pragmatic operators and software developers that apply sound engineering principles, operational discipline, and mature automation to maintain the stability of the company’s core applications. 

This position reports to the Manager of Application Support Engineering. 

 

What you will do:

The ASE is responsible for the timely resolution of auto-detected and customer reported issues within the core application services. Secondarily, the ASE is responsible for developing the systems and processes to improve the efficacy of issue detection and resolution. 

Documentation 

The ASE is required to document any troubleshooting and process instructions that might be of further use to the team, engineering, management, or operations. Documentation must be clear and concise; must explain the problem to solve; must denote the steps to resolve. 

Issue Resolution 

The ASE will address issues generated via OpsGenie alerts, customers (via the CS team) and engineering based on established priorities and service level objectives. 

Every issue will have time tracked on a daily basis at minimum. Before resolving, each issue will be updated with a description of the problem, steps to troubleshoot, and steps to resolve. This includes links to documentation, scripts used to affect change in production and any custom steps take to resolve the issue. 

The ASE will communicate the status of each issue to operations, engineering, management and ASE team members pursuant to published service level objectives. 

Support

The ASE will address issues and communicate progress and resolution per published service level objectives. They will participate in a 24 hour primary and secondary on-call rotation. 

During Business Hours: 

  • Daily scheduled support tasks
  • Address Operational issues in known slack channels
  • Respond to alerts in a timely manner (before issues escalate to secondary)

Off Hours 

  • Respond to alerts in a timely manner (before issues escalate to secondary)
  • Secondary - responding to issues when Primary is unavailable

Data and Software Modifications 

The ASE will run system commands or database modifications from committed source code and published instructions. 

They will coordinate with management to test and run uncommitted scripts and commands.

 

Who you are:

  • Strong verbal and written communication 
  • Well organized and flexible to priority and duty changes 
  • Maintains a high level of focus, accuracy and dependability. 
  • Practical knowledge about application flows 

Preferred skills: 

  • Strong SQL 
  • Linux CLI 
  • Knowledge of a programming language (python/PHP preferred) 
  • Customer Support experience 
  • Experience working in FinTech 
  • Experience working with AWS 
  • Experience working with Enterprise monitoring solutions 

Base salary range - $64,000-80,000/year. Individual pay is based on factors unique to each candidate, including skill set, experience, and other job-related reasons. 

Benefits and Perks:

We have the compensation and benefits you expect. But there's one thing that Self Financial can offer that many companies cannot: we can positively change the world, while making a profit. We are a team of Builders, empowering our customers to build their dreams. We have a Do the Right Thing ethos in all that we do, and we hope you value that approach, too. 

Our perks include:

  • Company equity in the form of Stock Options
  • Performance-based bonuses
  • Generous employer-paid health, vision and dental insurance coverage
  • Flexible vacation policy
  • Educational assistance
  • Free gym membership
  • Casual dress code
  • Team building events and activities
  • Remote work arrangements/ flexible work schedule
  • Paid parental leave 

Self Financial requires all employees hired to successfully pass a background check.

We are an Equal Opportunity Employer.

At this time, we are only able to consider applicants who are U.S. Citizens or Green Card Holders for employment opportunities. We appreciate your understanding.