Product Support Engineer - Specialist

Position: Product Support Engineer

Location: EMEA (remote)*

Note that candidates should be located in a country where Alight holds a legal entity, and hold the necessary righ-to-work credentials.

Our story

At Alight, we believe a company’s success starts with its people. It’s why we’re so driven to connect passion with purpose. Our team’s expertise in human insights and cloud technology, allows companies and employees around the world to transform and thrive.

With a competitive total rewards package, continuing education and training, and tremendous potential with a growing global organization, Alight is the perfect place to put your passion to work.

Join our team. Because transformation takes a workforce. Learn more at careers.alight.com. 

Description

Are you an individual:  

• Who is technology savvy with a passion for payroll?

• Enjoys Functional and Technical Problem-Solving challenges

• Passionate about ensuring delivery and maintenance quality service and driving quality product releases

This is the role for you.

Alight strives to provide "best in class" offerings and IP-enabled services for our customers.

The Product Support Engineer Specialist is a member of the extended Product Engineering team and is responsible for ensuring Alight’s Payroll Solution is operating smoothly and enables users to conduct their day-to-day business as expected

The Product Solution Support Specialist will be an experienced, multi-disciplined IT professional with a good understanding of the application from a business and a technical perspective, as the role will be the key point of contact not only for the Product Engineering / QA but also towards business operational users and stakeholder that will receive and uses Alight Payroll own IP solutions.

The specialist role is the go-to resource to solve complex and/or urgent problems that need a higher level of knowledge and experience of Alight Payroll own IP solutions and set-up.

Key Responsibilities

The individual will be involved in the following critical activities:

• Develop a deep understanding of Alight Payroll own IP solution at a functional/ technical as well as business level.

• Develop and monitor system usage and performance matrix

• Ensure problems are identified and managed in line with the Alight SDLC and DevOps framework.

• Identify and document technology risks and provide solutions to reduce, mitigate or transfer the risk.

• Perform daily, weekly and monthly checks and maintenance to ensure the health, performance, and availability of solutions.

• Develop and implement proactive systems monitoring and alerting.

• Provide coaching and advice to other areas of change to help empower and transfer knowledge to other teams.

• Collaborates with Engineering team and stakeholders to write features and user stories, based on requirements that include acceptance criteria and acceptance tests.

• Work in an Agile DevOps environment with Engineering, QA and Product Leads and Managers.

Knowledge, Education, Certification, Skills & Technical Proficiencies

• Strong analytical skills and technical background combined with keen business acumen.

• Service-oriented and proactive with a strong sense of accountability.

• Self-starter with a proven record of working independently and collaboratively in a demanding interdisciplinary team environment.

• Detail-oriented & thorough, with the ability to understand and identify the key trends and levers that drive the business.

• Excellent verbal and written communication skills. The ability to clearly explain complex cases and analysis is equally important as understanding it.

• A willingness & eagerness to learn and further develop your career in Product development and support environment.

• Ability and persistence to find root causes and drive to understand the unknown.

• Hands-on technical approach with a strong focus on accuracy and quality.

• Track record of success in dealing effectively with complex functional / technical topics to drive resolution and ability communicate status with senior managers and leaders.

Work Experience

• Bachelor or master’s degree with a Business or Technical emphasis, or equivalent.

• 4+ years of Experience in HCM and/or Payroll preferred.

• 4+ years of relevant Business / System Analyst or Systems Support experience.

• 1+ years working in Agile, lean and or DevOps driven environment.

• Experience in troubleshooting web application and API services.

• Basic Scripting e.g., Shell, Python.

• Experience as troubleshooting applications on Azure.

• Experience of New Relic monitoring for performance analysis, tuning.

• Working Knowledge on Azure Cloud Landscape.

Work Environment

The candidate must be comfortable with remote working via video conferencing and be flexible in collaborating with a global team across different time zones.

In terms of cultural fit, the successful candidate will be self-motivated and energized by working amongst a group of thoughtful, smart, fast-paced, and successful colleagues. He or she will enjoy being a part of an organization focused on excellence and will be a naturally collaborative individual who enjoys interacting with individuals at all levels. Additionally, he or she will be a strong team player with a proactive approach and the ability to take initiative with discretion and judgment.

By applying for a position with Alight, you understand that, should you be made an offer, it will be contingent on your undergoing and successfully completing a background check consistent with Alight’s employment policies. Background checks may include some or all the following based on the nature of the position: SSN/SIN validation, education verification, employment verification, and criminal check, search against global sanctions and government watch lists, credit check, and/or drug test.  You will be notified during the hiring process which checks are required by the position.

Our commitment to Diversity and Inclusion

Alight believes diversity should be visible, valued, and sustained throughout the organization. And we’re committed to enabling an inclusive culture of belonging that engages all colleagues and grows the diversity of our talent to proudly represent the clients and communities we serve**.**

As an affirmative action employer, we adhere to the principles of equal employment opportunity in the workplace as defined in our diversity policy statement.  

Diversity Policy Statement

Alight does not discriminate against anyone based on sex, gender, race, color, religion, creed, national origin, ancestry, age, physical or mental disability, medical condition, pregnancy, marital or domestic partner status, citizenship, military or veteran status, sexual orientation, gender, gender identity or expression, genetic information, or any other legally protected characteristics or conduct covered by federal, state or local law.  In addition, we take affirmative action to employ and advance in employment qualified minorities, women, disabled persons, disabled veterans and other covered veterans.

Alight provides reasonable accommodations to the known limitations of otherwise qualified employees and applicants for employment with disabilities and sincerely held religious beliefs, practices and observances, unless doing so would result in undue hardship. Applicants for employment may request a reasonable accommodation/modification by contacting his/her recruiter.

Authorization to work in the Employing Country

Applicants for employment in the country in which they are applying (Employing Country) must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the Employing Country and with Alight.

Note, this job description does not restrict management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Alight business units.

We offer you a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.
 

DISCLAIMER:

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Alight business units.

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