The Compliance Shared Services (CoSS) organization's mission is to build shared services for managing regulations. The SPIDER (Streamlining Planning, Deployment and Post-Release) team within CoSS is responsible for the technical infrastructure and tools to proactively identify and resolve issues impacting Selling Partners. We are seeking System Development Engineers with experience in software/system engineering support or an equivalent role, with a track record of driving projects to improve software development, business, and customer service support-related processes and technical support experiences. A successful candidate will be an experienced technical team member who is willing to take on challenging responsibilities, has a metrics-focused approach, demonstrates customer focus, and has the ability to lead in multi-functional and fast-paced environments. If you fit the profile, we would love to talk to you.

Responsibilities include working with a team of support engineers, enhancing process and service improvements, monitoring and improving day-to-day operational efficiency, and being self-motivated. The role also involves driving smaller-scope development projects and building custom tools.

Key job responsibilities

Technical Support and Problem Resolution
• Diagnose and resolve complex production software issues across multiple products and services
• Perform comprehensive troubleshooting and root cause analysis for technical challenges
• Provide timely and effective support through ticket management and customer communication

Software Development and Maintenance
• Develop and implement operational tools and automation solutions using Ruby, Rails, Java, Python, and shell scripting
• Maintain and configure software systems in staging and production environments
• Implement fixes and enhancements for internally developed software applications

System Operations and Monitoring
• Design and implement monitoring solutions to ensure system reliability and performance
• Manage software deployments and support infrastructure in AWS and web technology environments
• Create and maintain system and support status reports

Team Collaboration and Knowledge Management
• Coordinate support issue handoffs within the team
• Develop and contribute to a comprehensive team knowledge base
• Collaborate with cross-functional teams to improve operational excellence

Product and Service Ownership
• Take ownership of digital products or system components
• Ensure adherence to service level agreements (SLAs) • Coordinate customer notifications and workflow management