Senior Application Support Engineer

Why Brightside:  

The mission is clear. To improve the financial health of working families in America. Brightside is an employee benefit with a brand-new approach to personal finance. We offer unique solutions for employees & their families who need help with anything related to their finances and the emotions and behaviors that can impact them. We take a holistic view to provide unbiased and confidential assistance through an unmatched blend of products, technology and true human care. Our goal is to make it easier for our clients to understand their options to obtain long-term financial health and gain peace of mind when it comes to financial matters.

A bit about this role:

Brightside is looking for a Senior Application Support Engineer with 6+ years of professional experience to join our expanding team! This role is ideal for an experienced professional in Application or Production Support looking to grow in technical ability and professional leadership. If you are looking for a career based on solving complex problems to create meaningful outcomes, and strategic thinking for long term solutions,  Brightside could be what you’re seeking. 

The meaningful work you will tackle:

• Troubleshoot Product Issues for Brightside’s internal an external applications
• Manage Incident and Problem ticket processing via issue identification, workaround solutioning and root cause analysis
• Assist in New Customer Implementation
• Track and Report on Incidents, Problems, Solutions and Enhancements for our client-facing tools and applications
• Track and Report on System Availability and SLAs
• Lead and coach other team members to adhere to a high level of service and quality to internal and external customers
• Communicate to internal and external customers and stakeholders as it pertains to Product Availability (Sev1 Incidents, Scheduled Maintenance, etc.)
• Continuous improvement of all existing processes, and ability to build, document and maintain new processes that help scale the organization
• Partner with Engineering, DevOps, Product, Customer Implementation to achieve
• Deployment of Code, Patch Management and opportunities to mature Infrastructure automation 
• Continue to build and maintain impeccable documentation for team process and procedures
• Participate in building and maintaining improved Product knowledge base to help arm our Financial Assistants with the most up-to-date information
• Participate in building out new initiatives to help further scale the organization, and serve each and every client

What we’re looking for in your background & what makes you a success:

• Bachelor’s in Computer Science OR Software Development OR extensive relevant work experience
• Experience in a startup (or other fast paced) environment 
• Proficiency in both written and spoken English 
• Requirement gathering and specification planning
• Excellent customer service and the ability to work with a team as well as independently 
• Giving & receiving meaningful feedback is part of our growth mind set & culture - both are in your wheelhouse
• Strong problem-solving and analytical skills.
• Ability to understand the logic flow of programming through reading JavaScript, Java or Python content
• Experience with tools similar to Jenkins
• SQL Server administration or development
• Practical experience of Linux Server and networking
• Familiarity with source control and development IDEs
• Understanding of change and release management
• Excellent application troubleshooting skills
• Good understanding of Databases such as AWS RDS, DynamoDB, and DocumentDB
• Your obsession with workflow, intellectual curiosity in learning new products and natural leadership skills to connect stakeholders from various functional areas.
• Ability to build and maintain positive working relationships with leadership across the organization.
• Ability to deal effectively with ambiguous situations.
• Results-oriented with a willingness to take initiative and get the job done.
• Understanding of software development cycle
• Flexibility - responsibilities may require occasional evening and weekend work

Employee Benefits at Brightside: 

• A safe, fun, remote & inclusive work environment
• Medical, Dental & Vision
• Paid Time Off, Company Holidays, Days of Service
• 401(k)
• Short & Long Term Disability
• Parental Leave
• To be in an environment to learn and grow your own financial wellness

Equal Employment Opportunity Commission: 

Brightside is an equal opportunity employer and values diversity. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status,