Support Engineer, Digital Banking

Role Overview

• Collaborate with Product, Customer Support, and Operations teams and serve as technology first responder to efficiently resolve escalated issues
• Coordinate with and train additional team members (including offshore team members) to ensure 24/7 support
• Monitor production systems for performance, availability, and reliability
• Respond to and manage production incidents, triaging and performing root cause analysis and help implementing fixes to prevent recurrence
• Develop, maintain, and optimize monitoring and alerting systems to proactively identify issues
• Analyze system performance and identify areas for improvement
• Collaborate with engineering teams to optimize application and infrastructure performance
• Implement and manage capacity planning and scaling strategies
• Automate repetitive tasks and processes to increase operational efficiency
• Develop and maintain scripts and tools for system management and monitoring
• Implement and maintain SRE principles, including service level objectives (SLOs), service level indicators (SLIs), and error budget
• Participate in the design and implementation of disaster recovery and high-availability solutions
• Maintain comprehensive documentation for systems, processes, and incident management procedures
• Create and deliver regular reports on system health, incident trends, and performance metrics
• Work closely with development teams and SaaS vendors’ product teams to ensure new features and changes are reliable and scalable
• Partner with Saas vendors to ensure timely resolution of platform issues, enforcing SLAs for urgent issues and monitoring backlog remediation for items with lower priority or longer lead times
• Communicate effectively with stakeholders to provide updates on incident resolution and system status
• Stay current with industry trends, technologies, and best practices in SRE and production support
• Propose and implement improvements to processes, tools, and systems
• Perform other duties as assigned

Requirements

• High School Diploma required; Bachelor’s Degree preferred
• Minimum of 3 years of experience in engineering, production support, system administration, or related roles required
• Experience performing support in a banking environment a plus
• Strong understanding of SRE principles and practices
• Operating Systems: Solid understanding of Linux/Unix CLI (e.g., grep, awk, sed, top)
• Scripting: Basic ability to read and modify Bash or Python scripts to automate routine tasks like log rotation or system health checks
• Networking: Foundational knowledge of TCP/IP, DNS, and SSH to diagnose connectivity issues
• Monitoring Basics: Familiarity with viewing dashboards in Grafana and responding to automated alerts
• SQL & Data: Proficiency in writing basic SQL queries (SELECT, JOIN, WHERE) to extract data for troubleshooting or reporting
• API Diagnostics: Basic experience using Postman to test endpoints and verify API responses
• Financial Literacy: Understanding of banking operational discipline and why accuracy is critical in ACH and file movements
• Incident Management: Understanding the lifecycle of a ticket in tools like Jira or ServiceNow
• Documentation: High attention to detail in following and updating playbooks/runbooks
• Version Control: Basic knowledge of Git for checking out code or configurations
• Cloud & Containers: Conceptual understanding of AWS and Kubernetes (e.g., checking pod status)
• Communication: Ability to translate technical issues into clear status updates for stakeholders during an outage
• Critical Incident Response: Ability to remain calm under pressure, prioritize high-severity tickets, and communicate technical ETAs to non-technical stakeholders
• Root Cause Analysis (RCA): Systematic approach to problem-solving (e.g., Five Whys, 8D) to ensure permanent fixes rather than temporary workarounds
• Self-Starter Mentality: Ability to work independently in a Follow-the-Sun support model, participating in on-call rotations and weekend releases
• Must be able to work shift hours (earliest 7 am PST, and latest 8 pm PST) with rotating weekly on-call shifts
• Proficiency with Microsoft Office tools (Outlook, Word, PowerPoint, Excel)
• Excellent verbal, written, and interpersonal communication skills
• Strong organizational skills and attention to detail
• Outstanding problem-solving and time management skills
• Self-motivated, self-directed, and results-oriented
• Adaptable and able to multitask in a fast-paced environment
• Can work independently and within a team; solution-oriented with a collaborative approach

Tech Stack

• AWS
• Cloud
• DNS
• Grafana
• Kubernetes
• Linux
• Python
• ServiceNow
• SQL
• TCP/IP
• Unix

Benefits

• Comprehensive health, dental, and vision plans
• 4 weeks PTO
• 401k + company match
• Metro SmartTrip benefits ($50/mo)
• Remote or hybrid work schedules for most positions
• Incentives for purchasing solar panels, electric vehicles, biking to work, etc.
• Paid subscriptions to Veterans Compost, Capital Bikeshare, Imperfect Foods reimbursement, and more!
• Best Workplaces for Commuters 2023 & 2024 winner
• The Washington Post Top Workplaces 2023, 2024, and 2025 winner
• American Banker Best Banks to Work For 2023 winner