Ondot Systems - Senior Staff Customer Support Engineer - SQL/J2EE/Oracle DB (10-12 yrs) (Ondot Systems)

About Ondot Systems :

Named one of America's 500 fastest growing companies, Ondot Systems is a fin-tech company headquartered in Silicon Valley, with global marquee customers, a dominant presence in the US, and an expanding international presence.

Ondot enables credit and debit card issuers to offer instantly issued credit and debit cards and convenient controls and transparency for physical and virtual cards. Ondot is a white-label solution provided as a branded solution by financial institutions to their customers. From a smartphone app, consumers can quickly and virtually obtain a credit or debit card through their financial institution and set preferences for when, where, and how their cards are used. Our products allow card customers to get real-time alerts, contextual advice and offers, as well as perform many self-service actions.

We provide over 4,500 banks and credit unions with digital card services and solutions that transform how consumers interact with their financial products and institutions.

The Role :

Senior Staff Customer Support Engineer is responsible for Level 2 and higher production technical frontline support of Ondot Products. Deep technical knowledge of Linux, Java and Oracle Databases, responsiveness, clarity of communication and the ability to chase down issues to resolution are major success factors for this role.

What you will do :

- Interact with customers via phone, customer service portal and email to troubleshoot and resolve customer issues.

- Proactively coordinate with customer and Ondot team members to get customer issues resolved within Service Level Agreement (SLA) periods.

- Based on on-call duties, be available after hours and weekends.

- Initiate or join the customer conference bridge for Severity 1 issues. Based on severity and criticality, pull in relevant Ondot and customer team members to join the bridge until the issue is resolved or downgraded.

- Ask customers targeted questions and perform specific actions to triage issues to find the root cause as needed.

- Create Oracle Database SQL Queries to troubleshoot customer functional issues.

- Develop and publish knowledge base and run books for most frequent customer issues.

- Valid customer issues, create JIRA tickets with steps to reproduce the problem and attach relevant screenshots, DB Query output, and related log files for non-support team members.

- Take the initiative and work independently to meet organizational priorities.

- Be a team player in a global team that works round the clock to meet customer needs.

Experience and Qualifications :

- Passionate about troubleshooting and resolving issues

- Excellent written and verbal communication skills

- Experience working with global customers in a 24x7 environment

- Prior experience leading technical teams

- Experience with operational aspects of Support and Services - Reporting, Scheduling, On Call duties etc.

- 10+ years- experience supporting production multi-tier J2EE products running on Linux platforms and working closely with Oracle or other databases

- 3+ years- experience in supporting production iOS & Android mobile apps.

- Experience or knowledge of cloud based applications and services

- Familiarity with reading and understanding Java code

- Comfortable with programming and debugging concepts

Desired Qualifications :

- Technical support or testing experience with SOAP and REST APIs

- Certification in any of the below

- Networking

- Operating Systems

- Databases

- Cloud platforms

Education - Bachelors or Master's Degree

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