Production Support Engineer II
NAIC

Job Description:

The National Association of Insurance Commissioners (NAIC) has an exciting opportunity for a Product Support Engineer. The Product Support Engineer Provides technical support, monitoring, and reporting for infrastructure, applications, and services. They review and research application errors and problems referred by the Customer Service team and determine appropriate actions, with development teams and/or business partners, to correct and eliminate errors.

We are looking for a team member who would enjoy working for an organization that strives every day to support the public good and make a difference. This is a full-time, remote position. Candidates must live within 100 miles of the KC office and attend team and company meetings as scheduled by the manager.

Responsibilities:

• Ensures tickets are worked and completed within defined Service Level Agreements.
  
• Utilizes tools to assist in problem research and resolution and if management approved, data manipulation.
  
• Participates in determining when customer notifications are required and escalation to the appropriate support area when necessary.
  
• Stays current with the latest technologies.
  
• Regularly demonstrates initiative by identifying and preventing issues.
  
• Validates application functionality after application deployments or infrastructure maintenance.
  
• Processes test transactions in a non-production environment to support client implementations.
  
• Develops, implements, and maintains automated tests for applications.
  
• Develops and maintains an understanding of business rules and systems requirements.
  
• Participates in troubleshooting applications and data for consistency and quality; documents and participates in investigation of issues and escalates issues appropriately.
  
• Works well in a team and shows willingness to receive direction from more experienced staff.
  
• Stays current with the latest technologies.
  
• Creates knowledge articles and ensures their accuracy.
  
• Administers customer/management reports.
  
• Regularly evaluates production applications for usability and performance.
  

Skills:

• Proficient in SQL with ability to create and understand basic scripts in support of resolving technical issues.
  
• Demonstrates a basic understanding of applications, services, and infrastructure.
  
• Proficient using a ticket management system with the ability to create and/or modify dashboards.
  
• Strong analytical and problem solving skills.
  
• Microsoft Office products (SharePoint, Outlook, Word, Excel, Power Point).
  
• Application Performance Monitoring (Dynatrace, New Relic).
  
• Confluence (Jira, Wiki).
  
• Reporting/BI tools (Tableau, JReports).
  
• Quality-minded.
  
• Good negotiating and conflict resolution skills.
  
• Good interpersonal and customer service skills.
  
• Proficient in SQL.
  
• Basic knowledge of Unix/Linux.
  
• Basic knowledge of Stored procedures, APIs.
  
• Basic knowledge of Amazon Web Services (EC2, Lambda, Kubernetes).

Minimum Education and/or experience required:

Bachelor's degree or associates in applied science specific to Computer Science or minimum of 3 years of related work experience; or an equivalent combination of education and work experience.

Compensation:

Starting at $61,184 up to $80,000, to be commensurate with experience and education.

Interested in learning more about the amazing benefits the NAIC offers? Visit our Benefits page for more information.

The NAIC is proud to be an Equal Opportunity Employer

Applicants for all positions are considered without regard to age, race, creed, color, religion, sex, sexual orientation, gender identity or expression, national origin or ancestry, marital status, pregnancy, genetic information, military or veteran status, disability, or any other basis protected by applicable law.

This job has expired.