Job Description
Job Summary
We are seeking a highly motivated Technical Customer Success member who thrives on the challenge and thrill of helping customers solve complex issues. This role supports a spring boot-based framework (Photon) and its associated services. The Framework is used by thousands of JPMC (JPMorgan Chase) software engineers. Our product is at the heart of the cloud enabled modern microservices based applications that power our business.
You will be part of client support model that ensures client success, increases uptime, and generates a seamless experience for JPMC developers. In this role you will work closely with developers from various lines of business. You will be responsible for ensuring the defined product customer success criteria and SLAs are consistently met. The Technical Support member will manage day-to-day operations, client escalations, address gaps in the support structure and identify dependencies.
You will work with the Technical Customer Success Lead to partner with key leads of various LOBs (Lines of Businesses) and our product owner during the support process and after postmortem analysis on Product enhancements needed to improve the product. Working with Product Management will include assisting with requirement gathering based on issues reported through the support process. As a part of support reduction and product education, the support team is also responsible for improving product documentation based on customer feedback and support observations and creating knowledge base to improve "automatic" support bot efficiency to reduce human involvement.
The ideal person for this role should possess strong technical knowledge of the software development lifecycle and be willing and able to learn new technical stacks. The ideal candidate should also be a strong communicator that possesses a solid blend of customer service, technical knowledge , issue management, as well as solid communication skills. The Technical Customer Success member is an integral part of the Customer Success team that drives success for our product through frictionless developer experience.
Job Responsibilities
• Handle the level 1 & 2 product support tickets and own them to resolution with customer satisfaction.
• Collaborate with internal stakeholders and partners to maintain service level and delivery obligations.
• Be an active participant in the refinement and growth of our product and services.
• Identify and clear any roadblocks while monitoring performance and issue resolution with internal partners.
• Ensure training and product knowledge transfers are conducted as required.
• Contribute to product documentation and knowledge-based articles and maintain them to help customers resolve issues without further escalation.
• Recommend technical and process improvements where possible to improve the overall effectiveness or marketability of a product.
Required Qualifications, Capabilities, And Skills
• Bachelor's degree in computer science or related technical field is preferred
• 2+ years in an engineering or related technical role with development experience
• 4+ years' experience in the technology field
• Helpdesk, Tech Support management background with Java and Spring knowledge is strongly preferred
• Any experience and/or knowledge of cloud computing, Spring Boot, Kafka, databases, and middleware technologies is a plus.
• Strong communication skills to partner effectively with cross-functional stakeholder.
Preferred Qualifications, Capabilities, And Skills
• Self-managed to execute multiple concurrent initiatives in a fast-paced results and performance-driven environment
• Strong ability to analyze issues & problems, recommend solutions, and communicate effectively & confidently (both verbal and written)
• Strong documentation and reporting skills
• True passion for making a frictionless product support process while being obsessed with the client experience
JPMorgan Chase & Co., one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, ****** orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs
We are seeking a highly motivated Technical Customer Success member who thrives on the challenge and thrill of helping customers solve complex issues. This role supports a spring boot-based framework (Photon) and its associated services. The Framework is used by thousands of JPMC (JPMorgan Chase) software engineers. Our product is at the heart of the cloud enabled modern microservices based applications that power our business.
You will be part of client support model that ensures client success, increases uptime, and generates a seamless experience for JPMC developers. In this role you will work closely with developers from various lines of business. You will be responsible for ensuring the defined product customer success criteria and SLAs are consistently met. The Technical Support member will manage day-to-day operations, client escalations, address gaps in the support structure and identify dependencies.
You will work with the Technical Customer Success Lead to partner with key leads of various LOBs (Lines of Businesses) and our product owner during the support process and after postmortem analysis on Product enhancements needed to improve the product. Working with Product Management will include assisting with requirement gathering based on issues reported through the support process. As a part of support reduction and product education, the support team is also responsible for improving product documentation based on customer feedback and support observations and creating knowledge base to improve "automatic" support bot efficiency to reduce human involvement.
The ideal person for this role should possess strong technical knowledge of the software development lifecycle and be willing and able to learn new technical stacks. The ideal candidate should also be a strong communicator that possesses a solid blend of customer service, technical knowledge , issue management, as well as solid communication skills. The Technical Customer Success member is an integral part of the Customer Success team that drives success for our product through frictionless developer experience.
Job Responsibilities
• Handle the level 1 & 2 product support tickets and own them to resolution with customer satisfaction.
• Collaborate with internal stakeholders and partners to maintain service level and delivery obligations.
• Be an active participant in the refinement and growth of our product and services.
• Identify and clear any roadblocks while monitoring performance and issue resolution with internal partners.
• Ensure training and product knowledge transfers are conducted as required.
• Contribute to product documentation and knowledge-based articles and maintain them to help customers resolve issues without further escalation.
• Recommend technical and process improvements where possible to improve the overall effectiveness or marketability of a product.
Required Qualifications, Capabilities, And Skills
• Bachelor's degree in computer science or related technical field is preferred
• 2+ years in an engineering or related technical role with development experience
• 4+ years' experience in the technology field
• Helpdesk, Tech Support management background with Java and Spring knowledge is strongly preferred
• Any experience and/or knowledge of cloud computing, Spring Boot, Kafka, databases, and middleware technologies is a plus.
• Strong communication skills to partner effectively with cross-functional stakeholder.
Preferred Qualifications, Capabilities, And Skills
• Self-managed to execute multiple concurrent initiatives in a fast-paced results and performance-driven environment
• Strong ability to analyze issues & problems, recommend solutions, and communicate effectively & confidently (both verbal and written)
• Strong documentation and reporting skills
• True passion for making a frictionless product support process while being obsessed with the client experience
JPMorgan Chase & Co., one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, ****** orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs
💡 Quick Summary
Seeking a career-building opportunity? The Software Engineer III | Framework Support position is now open for candidates interested in the Software Developer Jobs sector. This role in Hyderabad offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Software Developer Jobs is a plus.
