Capital One Production Support Principal Associate - Capital One Software 

United States, Virginia, Richmond 

405063564

Production Support, Principal Associate - Capital One Software - (Remote)

Responsibilities:

• Coordinate and execute customer onboarding processes to ensure smooth transitions to our services.

• Create and maintain comprehensive documentation related to troubleshooting procedures, system configurations, and support processes.

• Share knowledge with team members and contribute to the development of training materials.

• Work closely with cross-functional teams, including software developers and platform engineers to address and resolve customer issues.

• Collaborate with Level 3 support to perform root cause analysis and contribute to long-term solutions.

• Flexibility for on-call rotations and handling high-priority issues outside business hours.

• Update support tickets promptly, ensuring clear communication of the status and resolution of customer inquiries to uphold high standards of service.

• Ensure a high level of customer satisfaction through professional and courteous interactions.

• Identify opportunities for automation to streamline repetitive tasks and enhance efficiency.

• Contribute to continuous improvement initiatives, suggesting and implementing process enhancements..

• Ensure adherence to company policies, IT standards, and regulatory requirements.

• Conduct data analysis on incidents/service requests trends, and recurring issues.

• Prepare and present reports on key metrics, including ticket SLAs

• Strong interpersonal and collaboration skills to work effectively with cross-functional teams,

Basic Qualifications:

• Bachelor's degree

• At least 4 years of system engineering experience

• At least 3 years of software troubleshooting or software customer support experience

Preferred Qualifications:

• 1+ year of experience with Snowflake

• Experience with scripting languages (Python, Bash)

• 3+ years of experience in DevOps Engineering

• 3+ years of experience with public cloud technologies

• 2+ years of experience using monitoring tools (AWS Cloudwatch, Splunk, New Relic)

• AWS Certified Solutions Architect – Associate Certification.

This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan.

. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.

If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at . All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.