Technical Support
Job description
FINBOA is a fast-growing financial technologies software company based in Houston Texas. FINBOA provides award-winning SaaS process automation software and PCI DSS Certified solutions for banks and credit unions.
The Technical Support role is responsible for providing front line support for incoming complex technical customer support requests. You will work closely with the senior support team and DBA to resolve technical issues and improve the customer experience. This role will work with QA and Dev teams to troubleshoot, resolve, and document issues and processes. As a representative of FINBOA you will maintain a professional demeanor and ensure the highest level of customer satisfaction.
Duties:
Configuring, testing, performance maintenance, compliance, information security:
Azure SQL, Storage, Firewall Virtual Machine & Virtual Networks Disaster Recovery
Customer/Technical Support:
Manage multiple customer databases. Assist with onboarding new customers. Assist with customer data transfer-related issues. Document and understand the product and related data structures to answer customer questions and assist support staff with troubleshooting software and data-related issues. Manage FINBOA product deployments and release pipelines.
Compliance, Cost Management, and new Configuration Development
Ensure all systems are updated with proper change control management. Review cloud costs and write scripts to reduce monthly costs. Roll out FINBOA products through containerization for Azure and Google marketplaces.
Additional Responsibilities:
Resolve complex technical support requests reported to our support channels, including email, web, or phone. Analyze, troubleshoot, and resolve technical issues for SaaS and On-Premises products. Communicate with customers about support requests and enhancements. Meet high standards for maintaining SLA requirements as related to customer issues. Collaborate and communicate with other internal teams to accomplish tasks as assigned.
Preferred Skills:
Experience with SQL Server queries and DBA functions. Experience in IT within a financial institution or as a vendor. Experience setting up, configuring, and maintaining Windows Servers. Understanding of Azure virtual networks, IP segmentation, firewall, and NSG rules. Understanding of PCI and SOC2 compliance requirements. Experience with C#, JavaScript, web API are a plus. Experience with Linux is a plus. Strong customer service, written and verbal communication, organizational and interpersonal skills.
Job Type: Full-time