[Hiring] Support Engineer @Originfinancial

A Typical Day

As a Support Engineer at Origin, you play a crucial role in ensuring the seamless operation of our software systems, embodying the mission to make wealth management accessible and stress-free for everyone. Your day is a mix of challenges and opportunities to impact our technology and customer experience significantly:

• Proactive Monitoring: Start your day by checking the health of our systems, ensuring everything runs smoothly and identifying potential issues before they escalate.
• Issue Resolution: Dive into solving complex support tickets, using your technical skills and creative problem-solving to find solutions.
• Collaborative Efforts: Engage with the engineering and customer success teams to discuss ongoing issues, share insights, and plan for improvements.
• Knowledge Sharing: Document your findings and solutions and contribute to our knowledge base to help streamline future support efforts.
• Customer Interaction: Provide exemplary customer service, communicating clearly and empathetically with users facing issues, guiding them through to resolution.
• Continuous Learning: Dedicate time to learning new technologies, tools, and best practices to stay ahead in your role and contribute to our team's growth.

MUST-HAVE

• Technical Support Savvy: You bring experience in providing technical support for software services, adept at addressing both internal and external customer needs with efficiency and empathy.
• SQL and Database Proficient: Your skill set includes a strong proficiency in SQL and familiarity with both relational and non-relational databases, enabling you to navigate and query data effectively.
• Coding Competence: You possess expertise in at least one coding language (C#, Python, etc.), allowing you to troubleshoot, understand, and work within the software environment you'll be supporting.
• Communication Specialist: Solid verbal, written, and interpersonal communication skills are second nature to you, essential for working with our team and assisting users with technical issues.
• Tool Mastery: Experience with task and ticket management tools such as Zendesk or Jira, and performance/error monitoring tools like Sentry, equips you to manage and diagnose issues efficiently.
• Remote-Ready: You are capable of working effectively in a remote setting, ensuring overlap with our core hours from 8 AM to 4 PM PST to facilitate seamless collaboration;
• Fluent in English: Advanced or native proficiency in English is essential to communicate effectively within our diverse, global team;

NICE-TO-HAVE

• Coding Skills: Having experience in more than one of the following coding languages: C#, TypeScript, or Python, is highly valued, offering a broader perspective and versatility in addressing technical challenges.
• Development Background: Prior experience as a software developer enriches your understanding of software architecture and development cycles, providing a deeper foundation for troubleshooting and support.
• Financial Sector Acquaintance: Experience with benefit or financial market sectors offers a contextual understanding of our user's needs and challenges, enhancing your ability to provide relevant and impactful support.
• Process and Incident Management Know-How: Familiarity with process and incident management practices improves our team's effectiveness in responding to and resolving issues, keeping our systems running smoothly.
• Cloud and DevOps Proficiency: Knowledge of AWS, cloud infrastructure, or DevOps practices is a significant plus, equipping you with the skills to support our cloud-based services and contribute to the efficiency and scalability of our software systems.

Compensation

• Generous base salary
• Meaningful equity package

Health and Wellness

• Health insurance;
• Mental health care;
• Wellness allowance;
• Parenthood & fertility;
• Co-working allowance;
• Unlimited access to Origin;
• Work setup one-time stipend;

Work-life rhythm

• Unlimited PTO;
• Parental leave;
• Remote-first;
• Flexible hours;