Provide technical support for a Spring Boot-based framework by resolving product support tickets, collaborating with stakeholders, and enhancing product documentation and processes.
Job Description
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 youwill 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.
What you will do
What We Are Looking For:
About Us
Chase is a leading financial services firm, helping nearly half of America's households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.
We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.
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, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
Equal Opportunity Employer/Disability/Veterans
About the Team
Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We're proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions - all while ranking first in customer satisfaction.
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 youwill 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.
What you will do
- 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.
What We Are Looking For:
- Bachelor's degree in computer science or related technical field is preferred
- 2+ years in an engineering or related technical role with development experience
- 5+ 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 stakeholders
- Self-managed to execute multiple concurrent initiatives in a fast-paced results and performance-driven environment
About Us
Chase is a leading financial services firm, helping nearly half of America's households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.
We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.
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, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
Equal Opportunity Employer/Disability/Veterans
About the Team
Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We're proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions - all while ranking first in customer satisfaction.
Top Skills
AWS
Databases
Java
Kafka
Middleware Technologies
Spring Boot
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