Tillster is hiring a
Software Support Engineer III

Summary

Tillster is seeking to hire a Tier III Software Support and Operations Engineer with experience in Java Back End Software technology to handle escalated problems, provide code deliverables, coordinate POS PSI implementations, and serve as an internal and external point of contact on customer escalations. The company also seeks a Java Back End Software Engineer to develop web services for integration into different enterprise applications using various application integration techniques and communicate with third party and legacy/back-end systems.

Requirements

• BA/BS/MS in Computer Science, Management Information Systems, or related discipline
• 3+ years as Java Developer, building cloud/ Server less components and experience providing direct technical support to customers
• Real passion for solving customer issues and advocating for their success, in a fast paced, highly technical environment
• Ability to learn new technologies quickly
• Excellent relationship management, customer service and communication skills in variety of forms (written, live chat, conference calls, in-person)
• Ability to work independently with little direct supervision and as a part of a team
• Excellent analytical and organizational abilities
• Ability to remain calm, composed and articulate when dealing with tough customer situations
• Strong Java SWE with expertise in the following: design and development of reusable service-oriented Java applications using restful web services, Java technologies: Core Java, Collections, Servlets, JDBC, JSON, JUNIT, JAX-RS, Git, Java Executor, relevant operating system knowledge (Linux, Windows, Containers) and networking, ability to communicate effectively in English, with good verbal and written skills

Responsibilities

• Handle the most difficult or advanced of problems escalated by Technical Support, Engineering and/or customers
• Serve as internal and external point of contact on customer escalations and ensure customer issues are resolved as expediently as possible
• Provide interface between Technical Support, Product and Engineering teams
• Meet or exceed customer expectations on response quality, timeliness of responses and overall customer experience
• Oversee technical escalations, including identification of root cause and issue resolution
• Understand and adhere to all the company’s SLAs and contractual agreements including but not limited to response times, remediation, notification and communication, and cradle to grave resolution
• Provide technical and non-technical mentoring to Tier 1 Support Engineers
• Author and review knowledge base content to drive support scalability and improve customer self service capabilities
• Provide feedback to colleagues in charge of training and documentation so that common or emerging issues can be addressed before they become serious or widespread
• Push creative thinking beyond the boundaries of existing industry standard practices to come up with process improvements and new ways to delight customers
• Check Zendesk tickets and update as needed
• Work with customers to resolve/replicate issues
• Validate new Stores before going live to make sure orders are being received and successful
• Work directly with customers to test new settings or new installations of the Tillster Agent (Hub)

Preferred Qualifications

• Previous experience with Point-of-Sale development is a plus
• Experience supporting REST APIs and SOAP
• Hands on experience using monitoring tools such as Cloudwatch, ELK stack (Kibana logs) and New Relic

Benefits

• All full-time, regular employees and their dependents are eligible for medical, dental, vision and FSA benefits
• The company observes ten (10) paid holidays per calendar year
• Full-time, regular employees earn 15 days of PTO in the first 12-months of continuous service, and 22 days in subsequent years. Eligible part-time employees earn pro-rated PTO
• Effective with your employment start date, you will be eligible to participate in the 401(k) Plan
• We offer college tuition and education assistance programs; Udemy Learning courses; and ongoing learning and development opportunities