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Principal Associate Support Engineer

IHire

HybridHybrid

Original Job Summary

About Principal Associate Support Engineer

Capital One Software, in partnership with iHire, is seeking a highly skilled Production Support Principal Associate to join our SaaS support team. This role focuses on ensuring reliability, performance, and optimal functionality of our cloud-based solutions through technical troubleshooting and customer support.

Responsibilities

  • Provide advanced technical support for complex system and application issues.
  • Troubleshoot microservices-based applications and execute SQL scripts.
  • Diagnose and resolve software issues meeting service level agreements (SLAs).
  • Monitor system performance and proactively identify potential issues.
  • Create and document troubleshooting procedures and support processes.
  • Collaborate with development, product, and engineering teams for effective resolution.
  • Participate in on-call rotations for 24/7 major incident support.
  • Implement opportunities for automation to improve efficiency.

Basic Qualifications

  • Bachelor's degree in Computer Science, Information Technology, or related field.
  • At least 4 years of system engineering experience.
  • At least 3 years of software troubleshooting or customer support experience.

Preferred Qualifications

  • Experience with scripting languages (Python, Bash).
  • 3+ years experience with public cloud technologies.
  • 2+ years experience with monitoring tools (AWS Cloudwatch, Splunk, New Relic, Solarwinds).

Additional Information

This role is remote, with salary ranges varying by location. Compensation includes performance based incentive compensation and comprehensive benefits. Capital One is committed to non-discrimination and providing a drug-free workplace.

Key skills/competency

  • Technical Support
  • Troubleshooting
  • System Engineering
  • Customer Support
  • Microservices
  • SQL
  • Cloud Technologies
  • SaaS
  • Automation
  • Documentation

How to Get Hired at IHire

🎯 Tips for Getting Hired

  • Customize Resume: Tailor your skills to technical support roles.
  • Highlight Experience: Emphasize system engineering and troubleshooting expertise.
  • Research iHire: Learn about their partnering methods and client success stories.
  • Prepare Interviews: Practice detailed scenarios on SaaS support.
  • Network Online: Connect via LinkedIn with current support engineers.

📝 Interview Preparation Advice

Technical Preparation

Review SQL scripting and data extraction techniques.
Practice troubleshooting microservices architectures.
Study cloud monitoring platforms like AWS and Splunk.
Familiarize with scripting using Python and Bash.

Behavioral Questions

Describe challenging troubleshooting experiences.
Explain customer communication strategies.
Discuss teamwork in crisis situations.
Explain handling on-call stress effectively.