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Production Support, Senior Associate - Capital One Software (Remote) Production Support, Senior Associate - Capital One Software (Remote) ID-6544

Ever since our first credit card customer in 1994, Capital One has recognized that technology and data can enable even large companies to be innovative and personalized. As one of the first large enterprises to go all-in on the public cloud, Capital One needed to build cloud and data management tools that didn't exist in the marketplace to enable us to operate at scale in the cloud. And in 2022, we publicly announced Capital One Software and brought our first B2B software solution, Slingshot, to market.

 

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Building on Capital One's pioneering adoption of modern cloud and data capabilities, Capital One Software is helping accelerate the data management journey at scale for businesses operating in the cloud. If you think of the kind of challenges that companies face - things like data publishing, data consumption, data governance, and infrastructure management - we've built tools to address these various needs along the way. Capital One Software will continue to explore where we can bring our solutions to market to help other businesses address these same needs going forward.

 

We are seeking top tier talent to join our pioneering team and propel us towards our destination. You will be joining a team of innovative product, tech, and design leaders that tirelessly seek to question the status quo. As a Production Support, Senior Associate, you'll have the opportunity to be on the forefront of building this business and bring these tools to market.


Job Summary:

We are seeking a highly skilled and motivated Production Support Senior Associate to join our Capital One Software Support team in a fast-paced Software as a Service (Saas) organization. As a key member of our technical support group, you will play a critical role in ensuring the reliability, performance, and optimal functionality of our SaaS product. The ideal candidate should have a strong background in system engineering, troubleshooting, and customer support.

 

Responsibilities:

  • Coordinate and execute customer onboarding processes to ensure smooth transitions to our services.

  • Create and maintain comprehensive documentation related to troubleshooting procedures, system configurations, and support processes.

  • Share knowledge with team members and contribute to the development of training materials.

  • Work closely with cross-functional teams, including software developers and platform engineers to address and resolve customer issues.

  • Collaborate with Level 3 support to perform root cause analysis and contribute to long-term solutions.

  • Flexibility for on-call rotations and handling high-priority issues outside business hours.

  • Update support tickets promptly, ensuring clear communication of the status and resolution of customer inquiries to uphold high standards of service.

  • Ensure a high level of customer satisfaction through professional and courteous interactions.

  • Identify opportunities for automation to streamline repetitive tasks and enhance efficiency.

  • Contribute to continuous improvement initiatives, suggesting and implementing process enhancements..

  • Ensure adherence to company policies, IT standards, and regulatory requirements.

  • Conduct data analysis on incidents/service requests trends, and recurring issues.

  • Prepare and present reports on key metrics, including ticket SLAs

  • Strong interpersonal and collaboration skills to work effectively with cross-functional teams,

 

If you are a highly analytical and collaborative individual with a passion for ensuring the seamless operation of SaaS solutions, we invite you to apply for this challenging and rewarding position. Join us in delivering exceptional support to our clients and contributing to the success of our innovative SaaS products

 

 

Basic Qualifications:

  • Bachelor's degree

  • At least 3 years of system engineering experience

  • At least 2 years of software troubleshooting or software customer support experience


Preferred Qualifications:

  • 1+ year of experience with Snowflake

  • Experience with scripting languages (Python, Bash)

  • 1+ years of experience in DevOps Engineering

  • 1+ years of experience with public cloud technologies

  • 1+ years of experience using monitoring tools (AWS Cloudwatch, Splunk, New Relic)

  • AWS Certified Solutions Architect - Associate Certification.

 

 

At this time, Capital One will not sponsor a new applicant for employment authorization for this position.

 

The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

 

Remote (R

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

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10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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