27 Oct
JAVA PRODUCT SUPPORT ENGINEER - PAYMENTS
Kansas, Olathe , 66051 Olathe USA

Vacancy expired!

NIC Inc., the nation’s premier provider of innovative digital government solutions and secure payment processing solutions is currently seeking applicants for a Product Support Engineer supporting NIC’s payment processing systems. The product support role is part of NIC’s R&D division, within the customer experience organization and focuses on delivering value through positive and proactive engagement, service optimization and problem solving by providing innovative technical and product support to improve products and deliver value for our customers.

Position Summary: The Product Support Engineer provides technical support and solutions to internal NIC business units and customers by diagnosing, troubleshooting, repairing and debugging complex IT systems including software and infrastructure related to our core financial systems. This position requires you to partner with business analysts, quality assurance engineers, developers and infrastructure engineers to provide cross-tower collaboration and responsiveness around NIC’s comprehensive suite of payment solutions.

KEY RESPONSIBILITIES
  • Perform troubleshooting, problem analysis, event isolation and problem remediations or escalation for NIC’s core payment procession financial products
  • Research and analyze platform issues working cross-functionally across NIC teams and customers to identify root cause and corrective actions
  • Implement workaround procedures when standard procedures have failed and ensure issues are resolved in a timely fashion.
  • Perform and assist with financial product set up and core financial product configurations and troubleshoot system and process failures
  • Collaborate with developers regarding bugs, defects, and new features needed for application
  • Perform reconciliation and bank transfer jobs via Quartz and Cron
  • Perform transaction debugging on Solaris and Linux within VMware virtualization platforms, Linux administration with SSH
  • Record and maintain details of issue status and resolution within ticketing system including diagnostic results and cross-product correlations to assist other groups with diagnosis and communications
  • Create technical documentation for knowledge base and improved information share across the team
  • Understand and respond properly to escalation procedures; follow through and assist in troubleshooting after escalating
  • Work with product and development teams to help improve application/product functionality
  • Communicate professionally and effectively with NIC teams and stakeholders in both a proactive and reactive manner
  • Participate in an on-call rotation for incident response

EXPERIENCE/EDUCATION
  • Bachelor’s degree preferred, or equivalent, in area of specialty
  • 2-3 years product support experience, preferably in payment processing
  • Experience in Linux environment, specifically transaction debugging and SSH
  • Experience with Python, Bash or Powershell, SQL, and Javascript a plus
  • Experience reading/writing PL/SQL required
  • Experience with file transfers and protocols including SFTP
  • Experience interpreting stack traces in Java and .Net a plus
  • Familiar with standard concepts, practices, and procedures of product support engineering
  • Self-motivated and passionate about software, especially troubleshooting, problem resolution and customer service
  • Desire to work in a fast-paced and changing environment
  • ITIL experience a plus

Benefits
  • Competitive compensation and stock purchase plan
  • No-cost group medical/dental insurance
  • Matching 401(k) contributions with 100% vesting
  • Disability and Life insurance
  • Company wellness program
  • Paid State holidays and vacation
  • Great work environment

Vacancy expired!


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