Software Engineer/Tech Support

Company: JPMorgan Chase & Co.
Location: Plano
Posted on: January 24, 2023

Job Description:

VP-Software Engineering - Framework Support -"Job Details" Plano, TX, United States and 2 more Job Identification 210374215 Job Category Software Engineering Locations

• 8181 Communications Pkwy Bldg F, Plano, TX, 75024, US Posting Date 01/20/2023, 05:26PM Job Schedule Full time Job DescriptionWe are seeking a highly motivated Technical Customer Success Lead who thrives on the challenge and thrill of helping customers solve complex issues. The lead role is a position overseeing India support team with experience ranging from entry-level to senior. This role supports a spring boot-based framework (Photon) and its associated services. The Framework is used by thousands of - JPMC (JPMorgan Chase) -software engineers. Our product is at the heart of the cloud enabled modern microservices based applications that power our business.You will help define the client support model that ensures client success, increases uptime, and generates a seamless experience for JPMC developers. In this role you -will work closely with developers from various lines of business. You will be responsible for defining the product customer success criteria, escalation paths, and ensure all SLAs are consistently met. The Technical Support Lead will manage day-to-day operations, client escalations, address gaps in the support structure and identify dependencies. This lead will ensure all client support issues are addressed and delivered efficiently and effectively using qualitative and quantitative metrics.The Technical Support Lead will partner with key leads various - LOBs (Lines of Businesses) -and our product owner during the support process and after postmortem analysis on Product enhancements needed to improve the product. Working with Product Management will include assisting with requirement gathering based on issues reported through the support process. As a part of support reduction and product education, the support team is also responsible for improving product documentation based on customer feedback and support observations and creating knowledge base to improve "automatic" support bot efficiency to reduce human involvement.The ideal person for this role should possess strong technical knowledge of the software development lifecycle and be willing and able to learn new technical stacks. The ideal candidate should also be a strong communicator that possesses a solid blend of customer service, technical - knowledge , issue management, as well as solid communication skills. The Technical Support Lead is an integral part of the leadership team that drives success for our product.What You Will Do: -
  • Manage the level 1 & 2 product support resources, and own the product support process, escalation path, and KPI metrics needed to successfully support our product.
  • Collaborate with internal stakeholders and partners to maintain service level and delivery obligations.
  • Conduct qualitative and quantitative reporting on all open issues that have been escalated and ensure the resolution is delivered and executed meeting the applicable service levels and delivery obligations.
  • Define and track metrics that inform stakeholders and leadership of our product support process.
  • Be an active participant in the refinement and growth of our product and services.
  • Recommend technical and process improvements where possible to improve the overall effectiveness or marketability of a product.
  • Identify and clear any roadblocks while monitoring performance and issue resolution with internal partners.
  • Ensure training and product knowledge transfers are conducted with downstream operational support teams and client consulting for each major release using defined success criteria.
  • Ensure all product documentation and knowledge-based articles are created and maintained to help customers resolve issues without further escalation.
  • Manage and facilitate technical client escalations using a cradle-to-grave ownership model.What We Are Looking For:
    • Bachelor's degree in computer science or related technical field is preferred
    • 3+ years in an engineering or related technical role with development experience
    • 5-7 years' experience in the technology field
    • Helpdesk, Tech Support management background with Java and Spring knowledge is strongly preferred
    • Any experience and/or knowledge of cloud computing, Spring Boot, Kafka, - databases, -and middleware technologies is a plus.
    • Strong communication skills to partner effectively with cross-functional stakeholders
    • Self-managed to execute multiple concurrent initiatives in a fast-paced results and performance-driven environment
    • Strong ability to analyze issues & problems, recommend solutions, and communicate effectively & confidently (both verbal and written)
    • Strong documentation and reporting skills
    • True passion for making a frictionless product support process while being obsessed with the client experience
    • Some infrequent travel may be involvedAbout Us JPMorgan Chase & Co., one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.
      
      We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs. The health and safety of our colleagues, candidates, clients and communities has been a top priority in light of the COVID-19 pandemic. JPMorgan Chase was awarded the "WELL Health-Safety Rating" for all of our 6,200 locations globally based on our operational policies, maintenance protocols, stakeholder engagement and emergency plans to address a post-COVID-19 environment. As a part of our commitment to health and safety, we have implemented various COVID-related health and safety requirements for our workforce. Employees are expected to follow the Firm's current COVID-19 or other infectious disease health and safety requirements, including local requirements. Requirements include sharing information including your vaccine card in the firm's vaccine record tool, and may include mask wearing. Requirements may change in the future with the evolving public health landscape. JPMorgan Chase will consider accommodation requests as required by applicable law.We offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. For those in eligible roles, discretionary incentive compensation which may be awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process. Equal Opportunity Employer/Disability/Veterans About the Team Our Consumer & Community Banking Group depends on innovators like you to serve consumers, small businesses, municipalities and non-profits. You'll support the delivery of award winning tools and services that cover everything from personal and small business banking as well as lending, mortgages, credit cards, payments, auto finance and investment advice. This group is also focused on developing and delivering cutting edged mobile applications, digital experiences and next generation banking technology solutions to better serve our clients and customers. We are seeking a highly motivated Technical Customer Success Lead who thrives on the challenge and thrill of helping customers solve complex issues. The lead role is a position overseeing India support team with experience ranging from entry-level to senior. This role supports a spring boot-based framework (Photon) and its associated services. The Framework is used by thousands of JPMC (JPMorgan Chase) software engineers. Our product is at the heart of the cloud enabled modern microservices based applications that power our business. J.P. Morgan Digital Document Services Product Management is seeking a talented candidate to lead and drive product strategy across multiple Lines of Business & sub LOBs globally, including CIB, CB, AWM, Payments, Markets, Security Services, Legal, Merchant services etc. As a DDS product manager responsible to manage intake and prioritization, you will not only be liaising with the LOBs, but with engineering / technology & Services / operations within DDS. Page VP-Software Engineering - Framework Support - Chase- Candidate Experience page Careers loaded IMPORTANT NOTICE: PLEASE READ CAREFULLY BEFORE USING THIS WEBSITE

Keywords: JPMorgan Chase & Co., Plano , Software Engineer/Tech Support, IT / Software / Systems , Plano, Texas