Capital One: Principal Associate, Support Engineer - Capital One Software (Remote)
Role highlights
106,700–121,700 USD
Full Time
Permanent
Lead
Remote
The Principal Associate, Support Engineer role at Capital One requires a seasoned professional with a bachelor's degree in Computer Science, Information Technology, or a related field, supported by at least four years of system engineering experience and three years in software troubleshooting or customer support. The position focuses on maintaining the reliability, performance, and optimal functionality of SaaS products within a fast-paced environment. Key technical competencies include advanced troubleshooting of complex system and application issues, particularly in microservices-based architectures. Proficiency in writing and executing SQL scripts for data extraction and analysis is essential. Candidates should be adept at monitoring system performance, diagnosing software issues to meet stringent SLAs, and participating in root cause analysis alongside Level 3 support teams. Experience with scripting languages such as Python and Bash is desirable, as is familiarity with public cloud technologies and monitoring tools like AWS CloudWatch, Splunk, New Relic, or Solarwinds. The role demands strong collaboration skills to work effectively with developers, product managers, and platform engineers, as well as excellent communication abilities to interact professionally with customers and ensure high satisfaction. Responsibilities also include creating and maintaining detailed documentation, contributing to training materials, identifying automation opportunities to streamline support tasks, and implementing process improvements. Participation in on-call rotations for 24/7 major incident support is required to promptly address emergencies and minimize downtime. This role suits a lead-level engineer with demonstrated expertise in system engineering, customer-focused support, and continuous improvement within SaaS environments.
About the role
Principal Associate, Support Engineer - Capital One Software (Remote)
Role Summary
- Join Capital One Software Support team as a Production Support Principal Associate
- Ensure reliability, performance, and optimal functionality of SaaS products
- Work in a fast-paced Software as a Service (SaaS) environment
- Focus on system engineering, troubleshooting, and customer support
Responsibilities
- Provide advanced technical support for complex system and application issues
- Support and troubleshoot microservices-based applications
- Write and execute SQL scripts to extract and analyze data
- Diagnose and resolve software issues to meet service level agreements (SLAs)
- Monitor system performance and proactively identify potential issues
- Create and maintain documentation for troubleshooting, configurations, and support processes
- Share knowledge and contribute to training materials
- Collaborate with software developers, product managers, and platform engineers
- Work with Level 3 support for root cause analysis and long-term solutions
- Communicate with customers to troubleshoot issues and provide updates
- Ensure high customer satisfaction through professional interactions
- Identify automation opportunities to streamline tasks
- Suggest and implement process improvements
- Participate in on-call rotations for 24/7 major incident support
- Respond promptly to emergencies to minimize downtime
Requirements
- Bachelor's degree in Computer Science, Information Technology, or related field
- At least 4 years of system engineering experience
- At least 3 years of software troubleshooting or customer support experience
Nice to Have
- Experience with scripting languages (Python, Bash)
- 3+ years of experience with public cloud technologies
- 2+ years of experience using monitoring tools (AWS Cloudwatch, Splunk, New Relic, Solarwinds)
Benefits
- Competitive salary:
- Remote: $106,700 - $121,700
- McLean, VA: $117,300 - $133,900
- Richmond, VA: $106,700 - $121,700
- Performance-based incentive compensation (cash bonus and/or long-term incentives)
- Comprehensive health, financial, and other benefits
- Inclusive and supportive workplace
How to Apply
- Apply online: https://weworkremotely.com/remote-jobs/capital-one-principal-associate-support-engineer-capital-one-software-remote
Capital One is an equal opportunity employer. No agencies please. Employment eligibility and benefits may vary by location and employment status.
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