Capital One Production Support Principal Associate - Capital One Software 

United States, Virginia, Richmond 

799065292

Job Summary:

Responsibilities:

• Provide advanced technical support for complex issues, addressing system and application-related challenges.

• Familiarity with microservices architecture, understanding how to support and troubleshoot microservices-based applications.

• Proficient in writing and executing SQL script to extract and analyze data.

• Diagnose and resolve software issues in a timely and efficient manner to meet service level agreements (SLAs).

• Monitor system performance and proactively identify potential issues before they impact users.

• 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 , product managers and platform engineers to address and resolve complex technical issues.

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

• Communicate effectively with customers to understand and troubleshoot issues, providing timely updates and resolutions.

• 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.

• Participate in on-call rotations to provide 24/7 support for major incidents.

• Respond promptly to emergency situations, contributing to swift resolution and minimizing downtime.

Basic Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field.

• 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 and Databricks

• 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.