Senior Support Engineer

As a Senior Support Engineer at Nitrogen, you'll be responsible for troubleshooting escalated technical issues and service requests, ensuring prompt resolution within defined SLAs. You'll investigate data-related problems involving investor accounts or market securities and take necessary actions to resolve root causes. Monitoring data import processes, delivering bug fixes, and maintaining internal tools for operational workflows are also key aspects of your role.

To succeed as a Senior Support Engineer at Nitrogen, you need a minimum of three years of experience in a technical support role and strong SQL skills. Proficiency in programming languages like Python, JavaScript, or Go, as well as familiarity with AWS services, is also crucial. Experience with SaaS monitoring tools and a deep understanding of modern tech stacks, including Linux and Git, will give you an edge.

Nitrogen offers a vibrant work environment for Senior Support Engineers by allowing full remote work while providing access to a wonderful office in Wrocław. This setup encourages a culture of collaboration and support among team members, ensuring that you have the resources and camaraderie you need to thrive.

In the role of Senior Support Engineer, you'll play a critical part in empowering financial advisors with the tools they need to advise clients confidently. By successfully resolving technical issues, delivering enhancements, and providing exceptional customer support, you’ll help bolster our commitment to fearless investing and excellent client engagement.

Senior Support Engineers at Nitrogen enjoy a comprehensive benefits package that includes private healthcare, access to a sports card, frequent team integration events, and a benefits cafeteria to choose from. Additionally, you will have access to continuous learning resources such as an English language course and tools to enhance your work efficiency.

When troubleshooting a technical issue, it's important to follow a systematic approach: First, gather all necessary information from the user about the problem. Next, replicate the issue to understand it better. Then, analyze logs and data for clues that could lead to the root cause. After identifying potential solutions, implement them and monitor the results, always keeping the user informed throughout the process.

In past positions, I leveraged SQL extensively for data retrieval and analysis. For a role like Senior Support Engineer at Nitrogen, SQL is critical for diagnosing issues related to investor accounts and understanding system behavior. I am adept at writing complex queries and can manipulate data to ensure optimal platform performance.

I prioritize support requests based on urgency and impact. High-impact issues affecting many users or critical business functions take precedence. I also categorize requests to find quick wins that improve user experiences while ensuring regular communication with stakeholders to manage expectations.

I am comfortable with Python and JavaScript, using them to develop scripts that automate troubleshooting tasks and enhancements. This helps streamline our support workflows and reduces resolution times, which is crucial in a fast-paced environment like Nitrogen.

To stay current with emerging technologies, I follow industry blogs, attend webinars, and participate in online forums. Additionally, I invest time in structured courses to enhance my skills in AI tools and SaaS monitoring solutions that can boost efficiency and effectiveness in my role.

I adopt a proactive communication style with customers, making sure to explain what the issue is, the potential impact, and the steps I'm taking to resolve it. Regular updates keep the customer informed and reassured that their issue is being prioritized and handled effectively.

In situations where I'm unsure about an answer, I remain calm and honest with the user. I let them know that I'm looking into it, and I conduct research or consult with colleagues for solutions. This demonstrates my commitment to finding a resolution while ensuring the user feels supported.

In my previous role, I encountered a critical bug just before a product launch that threatened to delay it. I quickly convened a team to brainstorm solutions, prioritized the most effective fixes, and communicated the progress to stakeholders. Together, we resolved the issue before the deadline, showcasing the power of teamwork under pressure.

Encouraging a knowledge-sharing culture involves creating a collaborative environment where team members feel comfortable sharing insights and resources. I recommend regular team meetings focused on problem-solving, maintaining a shared repository of solutions, and recognizing contributions from team members as means of fostering this culture.

I admire Nitrogen’s commitment to innovation in financial technology and its mission to empower financial advisors. I believe my technical expertise and passion for solving challenges align perfectly with Nitrogen’s objectives, allowing me to contribute significantly while growing professionally in an inspiring environment.