Production Support Engineer

The FNZ Production Support Team is responsible for the post-sales experience of FNZ Studio Customers. We ensure successful adoption and value realization through the best possible use of the FNZ Studio solutions, platform, and business components. We offer continuity, innovation, education, and expert services. We strive to make the customer journey a success by creating value and maximizing the adoption of FNZ Studio products.

Our customers trust the guidance of FNZ Support Engineers in the resolution of their problems and the implementation of their solutions.

FNZ Support Engineers are also the point of reference for their colleagues for support and any technical questions.

As a Support Engineer, you will be responsible for handling inquiries, bugs, and different kinds of support requests on FNZ Studio products and solutions from the case submission to its resolution.

You will use debugging tools, log viewing tools, and Java code level analysis to find the root cause of problems that cannot be solved at the solution level.

You will be responsible for the thorough investigation to provide the Engineering Team with requests that have all the necessary information and are easy to understand and reproduce.

You must be capable of handling the communication with the Customer's counterpart to obtain all the information required to solve the issue and to update the customer on the progress of the analysis/issue resolution.

You will be the single point of reference for our customers. Your technical acumen and customer facing-skills will enable you to effectively represent FNZ Studio products and services and drive discussions with key stakeholders to ensure the proper resolution of each support request.

You must have a solid engineering background, as well as the capacity to adapt swiftly to different business contexts. In addition to that, you should be able to rapidly pick-up customers' vocabulary, and quickly understand their goals.

In this role you will become an expert in FNZ Studio, helping customers and fellow developers solve intricate and challenging technical matters.

You will create collaterals and best practice guidelines based on your day-to-day experience with FNZ Studio. You will feed the FNZ R&D department feature requests, bug reports, and ideas to help us improve the product, and steer the roadmap even closer to market needs.

Are you the perfect fit as Support Engineer at FNZ?

• You have hands-on technical experience and strong IT & Dev background
• You are a great and quick problem solver, able to analyze multiple options and pick the most suitable path and capable of getting to the bottom of an issue by leveraging a wide variety of investigation techniques
• You have a positive, "can-do" attitude and are dedicated to continuous improvement
• You are a fast learner, passionate about technology and software, and always looking forward to learning about new paradigms and techniques.
• You are a proactive person looking two steps ahead
• You like to work as a part of a team and can juggle multiple assignments efficiently
• You possess strong verbal and written communication skills and excel in customer relationships
• You can present complex solutions within a customer-facing environment, using a communication style appropriate to the audience
• You can handle Customer's pressure in case of urgent issues
• You are organized, able to handle multiple assignments efficiently, and not fazed by rapid context-switching
• Reverse engineering is intriguing to you

Main responsibilities:

• Application Support - ensure that the application is working correctly as deployed; Identify, troubleshoot and resolve production issues
• Incident Management - analyze, investigate, and allocate for resolution and closure for all incidents; Analyze support requests, collect information to build reproducible cases; Answer to complex inquiries
• Participate to troubleshooting calls
• Service Support - support the Service Managers in delivering FNZ services within KPIs, SLAs and contractual obligations
• Diagnosis and Problem Solving
• Work with developers, analysts and testers to ensure that production fixes and business process changes are fit for purpose
• Project Handover - facilitate the transition between project support and production support for all change
• To undertake any other projects/ tasks as may reasonably be required to facilitate the smooth operation of the production environment

Minimum Required Skills:

• Bachelor's degree in software engineering, or equivalent
• 2+ years of experience in a hands-on, deeply technical, software development role
• 2+ years of experience as a Technical Support Engineer or similar role
• Experience as a Support Engineer in SaaS or PaaS systems
• Experience in at least one large enterprise software architecture project, where scalability, security, and data integrity topics were relevant concerns
• Experience in developing at least one three-tier Web Application, and a good understanding of technologies belonging to all three tiers
• Strong communication and presentation skills with experience in conveying ideas and winning the trust of stakeholders
• Demonstrable proficiency in core programming languages (Java is preferred)
• Good knowledge of database technologies
• A good understanding of Web based frontend technologies, including JavaScript and HTML
• Excellent academic record or professional certifications that demonstrate your ability in quick learning
• Excellent English skills, written and verbal

Desired Skills:

• Knowledge of FNZ Studio (former Appway) products and best practices
• Understanding of SaaS, PaaS models
• Knowledge of tools to run applications using containers (such as Docker)
• Demonstrable experience with various integration protocols, including different kinds of Web Service frameworks
• 1+ years of Experience with Systems administration in Linux/Unix (Ubuntu, CentOS, RedHat, Solaris, etc)
• 1+ years of Experience with Troubleshooting / Support experience specifically on AWS Management
• Master's degree in software engineering, or equivalent

At FNZ, we recognize that diversity, inclusion and accessibility are important factors for our success. We embrace the unique perspective and capabilities of our current and future employees, which will help us continue to drive innovation and achieve our business goals. Recruitment decisions at FNZ are made in a non-discriminatory manner where all employees are valued and respected. In particular, we want to ensure accessibility needs are well supported thus, ensuring our recruitment process is fair and equitable for all applicants.

Please let us know if there is any support we can provide to ensure FNZ's recruitment process is fully accessible to you. You can contact us at recruitment@fnz.co.uk to discuss specific requirements.

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