Technical Support Specialist- Tier 2

We are looking for Tier 2 Technical Support Specialist who will be able to lead, collaborate, prioritize, Innovate, prioritize bugs affecting customers, contain them with workarounds, and champion fast fixes by Engineering. Roles & Responsibilities: Work directly with financial institutions' technology experts IT networking and security experts to troubleshoot and resolve reported networking and integration issues system admins to troubleshoot integrations with core banking, loan-origination and other systems Pinpoint and visualize bugs and failures using detailed server logs Mentor the Level 1 Support team as they triage, diagnose and resolve support tickets Create and update instructions, procedures and customer-visible help articles in Confluence Prioritize bugs affecting customers, contain them with workarounds, and champion fast fixes by Engineering Drive product enhancements that will accelerate and facilitate customer self-onboarding and self-support Create dashboards and alerts of problems so that we can resolve them before customers even see them Technical Knowledge : Abstract reasoning techniques to correctly diagnose problems, create workarounds, and help developers to implement root-cause fixes Networking, including troubleshooting with Fiddler, VPN set-up (AWS preferred), SFTP, certificates, HTTPS traffic, proxies and whitelisting WebRTC for video SSO using SAML Experience supporting software running in Amazon AWS Excellent communication skills (both written and verbal) Proven ability to manage multiple concurrent tasks and customer issues, multi-tasking and meet deadlines Product Lifecycle and Software Development Lifecycle Tools and software : Fiddler network traffic analysis Kibana log analysis Jack Henry Symitar, Corelation Keystone, Fiserv DNA and other core banking systems Alkami, Q2, NCR Digital Insights and other online banking applications AWS VPN, SFTP and Certificate Manager Microsoft ADFS, Ping, Okta and other SSO integrations User/Customer Knowledge - Jira Service Management Software Development Life Cycle - Jira AWS QuickSight for data visualization and analysis Flowcharting & diagramming - Draw.io Security Responsibilities : Ensure the highest levels of security for external and internal communications Strict adherence to Eltropy's policies and procedures related to security, confidentiality, availability, and privacy; Attend all training and awareness sessions related to security; Reporting security events and incidents promptly through available channels of Eltropy Adherence to approval and authorization process while handling, accessing, sharing, storing, or processing Eltropy's confidential information or data; personal data, or customer information Be responsible and accountable for handling sensitive information, protecting access credentials, managing data and information, etc.

Eltropy is a rocket ship FinTech on a mission to disrupt the way people access financial services. Eltropy enables financial institutions to digitally engage in a secure and compliant way. Using our world-class digital communications platform, community financial institutions can improve operations, engagement and productivity. CFIs (Community Banks and Credit Unions) use Eltropy to communicate with consumers via Text, Video, Secure Chat, co-browsing, screen sharing and chatbot technology — all integrated in a single platform bolstered by AI, skill-based routing and other contact center capabilities.