Job Title: Technical Support Engineer III
Department: Technical Engineers
Location: Hybrid
Status: Full-Time Exempt
Are you looking to join a team where “corporate values” aren’t just words on the website but instead are the genuine beliefs of the team? Where the people are smart, hardworking, fun, and loving? A place where the talk is walked?
That’s Kasasa! 4 values define our company culture – Interdependence, Empowered Ownership, Badassitude, and Love – Together these values form THE PATCH. Elevate is the wrapper around the whole Patch reminding us to seek the “highest form” of our values.
If you feel our company values align with your own, please apply! If you don’t, we encourage you to find a company whose values do!
Our values are a living commitment to one another. It defines everything we do, including how we build products, serve our clients, plan for the future, and work together. It is our uncompromising promise to one another, our communities, and our clients.
- Interdependence - Only team wins count. I take responsibility for my team’s success. My Team is Kasasa. I hold my shield for all of us.
- Empowered Ownership - I know my goals. If they’re to be, it’s up to me.
- Badassitude - I am passionate about what I do because I understand why it matters. I will courageously face challenges, seeing each one as a stepping stone toward growth.
- Love - We boldly bring love to the workplace and the world.
- ELEVATE - I CREATE THE HIGHER POSSIBILITY.
ONLY THE BADASS NEED APPLY!
We’re looking for much more than qualified applicants! We’re looking for people who “relentlessly give a sh!t” (Or “RGAS” for short; this is a component of our Badassitude value)! We want individuals who will courageously face challenges. We don’t settle for good enough. At Kasasa, we have the determination, grit, and hustle to create excellence.
Kasasa’s mission is to inspire and elevate community financial institutions to be the source for love and financial well-being in their communities. Kasasa employees (Spartans) are passionately dedicated to this mission and lead the way – sharing our “love” with the world – through our words and actions – via community service and outreach. Expect to get involved and make an impact if you expect to be a Spartan.
As Spartans once did, we stand together and inspire others to join us in our mission. Stronger together and united by core values, we are more than a team. We are a Phalanx!
The purpose of this position description is to serve as a general summary and overview of the major duties and responsibilities of the job. It is not intended to represent the entirety of the job, nor is it intended to be all-inclusive. Therefore, the position may be required or requested to perform for Kasasa other work duties not specifically listed herein. Management reserves the right to modify, defer, or rescind this position description at any time, with or without prior notice.
Role Overview
The Senior Technical Engineer is a key technical subject matter expert for the Kasasa Technical Operations Team. This position’s primary responsibilities are to complete high priority implementation and support projects and to serve as an escalation point to the Implementation and Support teams. These projects include software upgrades, core conversions, and any internal cross-functional support projects as they arise. Success will include working with multiple internal teams including client facing teams, Product and Development. As a SME, this person will assist in creating and improving processes for the Technical Operations team. The Senior Technical Engineer is a high-energy individual with a strong work ethic and able to work independently with minimal supervision.
Responsibilities
- Infuses the Patch Values into your work ethic, every day and every interaction
- Field mapping with various source files to extract required data sets per specification
- Creating and maintaining databases (SQL), writing queries and stored procedures, and providing departmental documentation
- Coordinate work tickets for post-launch online marketing updates with designer and front-end developer acting as a creative marketing project manager
- Ability to own and manage multiple concurrent troubleshooting projects while driving high level of quality assurance
- Provide backup support for daily monitoring and troubleshooting
- Upgrade software installation, and configuration when necessary
- Willingly performs other tasks as periodically assigned
- Work as part of a team to create and maintain technical notes on internal knowledgebase
- Participate as needed on client calls as subject matter expert on technical aspects of Kasasa products
- Mentors new team members to expedite on-boarding timeline
- Ability to become a Subject Matter Expert (SME) on one or more Kasasa products/tools
- Proactively seek additional tasks or responsibilities and assist other teams as needed.
- Other duties as assigned.
Qualifications
- Bachelor's Degree (or career equivalent)
- 5+ years of professional experience working in a client facing call center, help desk or technical support environment or equivalent experience with a focus on technical consulting or development experience
- Working knowledge of all of SQL
- Experience and knowledge of software designed to connect with remote systems i.e.: Terminal Services Client (RDP), Bomgar, etc.
- Possess a good understanding of basic networking, internet concepts and is familiar with various types of operating systems and system administration
- Experience in the financial industry
- Experience working with banking and credit union COREs
- Can successfully handle multiple projects and tasks concurrently
- Must be legally allowed to work in the U.S.
- Kasasa enforces a hybrid in-office policy, with a required minimum of 3 days in office.
- You will be asked to participate in culture related meetings, activities, and events. We firmly believe that building culture and teamwork in a company requires extra intentionality, and thus your participation and engagement isn’t just encouraged - it is required and part of your role responsibilities. If you do not want to participate in these, please do not apply.
PHYSICAL REQUIREMENTS
- Sitting for extended periods of time; approximately 7-8 hours per day
- Simultaneous use of hand, wrist and fingers
- Daily operation of standard office equipment
- Frequent use of oral communication to perform work
- Lifts and moves up to 20 pounds occasionally
Our benefits include:
- Open Paid Time Off AND 14 paid holidays
- Gym Membership Reimbursement
- Tuition Reimbursement
- Paid Parental Leave
- Love Fund – established as a way for Spartans to give back to their co-workers in need
- Medical Benefits
- Dental, and Vision with a substantial contribution from Kasasa.
- Life Insurance, Long-Term Disability, Short-Term Disability, and Employee Assistance Program – all provided in full by Kasasa
- 401k plan with matching contributions
- Pay to Tat (Patch tattoos only)
- Peer-to-Peer Appreciation Program – Worktango
- Noon:30's – 1st and 3rd Fridays of the month- done at 12:30 pm
Are you ready to join an amazing group of people who genuinely love their jobs in an environment that inspires greatness?
We are committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, ancestry, national origin, citizenship status, gender, gender identity, pregnancy, sexual orientation, transgender status, marital status, religion, creed, age, physical or mental disability, results of genetic testing, genetic information, past, present or prospective service in the military, or any other characteristic or activity protected by federal, state, or local law.