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