Implementation L2 Support Specialist

Summary

The job is a remote Implementation/L2 Support Specialist position at Delta Data, a FinTech company. The role involves configuring and troubleshooting fintech solutions for clients, understanding their business requirements, and providing technical coaching and training. A Bachelor's degree or equivalent in a related field, 2+ years of software development, 2+ years of experience troubleshooting and solving technical problems, basic proficiency in SQL, and previous experience within financial services are required.

Requirements

• Bachelor's or equivalent 4-year degree or higher in Information Technology, Information Science, Computer Science, Engineering, Business Management, or a related field
• Ability to speak and write professionally in English
• 2+ years of software development
• 2+ years of experience troubleshooting and solving technical problems
• Basic proficiency using the SQL language
• Previous experience using Jira , Confluence and Smartsheet
• Familiarity with .NET technology
• Previous experience within financial services
• Proficiency in all Microsoft Office applications, particularly MS Excel
• Must be available to work 8AM – 5 PM London Time

Responsibilities

• Meeting with clients to collect data and other information required to configure software systems
• Applying solutions under the direction of the Project Manager and/or Implementation Manager
• Researching and resolving issues reported by clients
• Staging and testing developed solutions
• Contributing to solution design
• Reporting issues and status to Project Manager and/or Implementation Manager
• Configuring the application as part of the customer onboarding process
• Communicating with clients throughout the software configuration process to educate them and obtain feedback and approval on technical and non-technical items
• Providing support including handling client escalations and troubleshooting technical questions/issues post production
• Providing technical coaching and training for extended team members and clients as necessary
• Deep dive analysis to determine the root causes of issues. This may require exploring source code, databases, logs, and traces to find and/or create solutions
• Escalating complex and/or high priority issues to the appropriate departments for resolution (Development, Operations, Product) as needed
• Writing troubleshooting articles in Confluence for internal use for complex, technical issues, and supporting the continuous improvement by creating internal and customer facing Knowledge Base (KB) articles
• Bringing new ideas for implementation innovation and automation excellence into the team
• Following all standard operating procedures (SOP) through the effective use of Knowledge management
• Working in close cooperation with Project Managers, Product Teams and Implementation Managers during implementations and work collaboratively with all departments across the organization

Preferred Qualifications

Previous experience in remote work settings preferred

Benefits

10 days annual paid leave