Support Engineer (Product Ops Team)

Job Description

WHAT WE DO

Nitrogen has been revolutionizing how financial advisors and wealth management firms engage with their clients since the launch of Riskalyze in 2011. Today, Nitrogen offers an integrated client engagement software platform featuring risk tolerance, proposal generation, investment research, and financial planning tools designed to help firms and financial advisors deliver personalized advice. We invented the Risk Number®, built on top of a Nobel Prize-winning academic framework, and is the champion of the Fearless Investing Movement — tens of thousands of financial advisors committed to our mission of empowering the world to invest fearlessly.

WHAT WE ARE ALL ABOUT

Nitrogen is defined by growth. We are a fast-paced, ever-evolving team that loves being at the forefront of technological innovation in the investing space. The work we do takes creative problem solving and a can-do attitude. Every member of our team is a critical player who takes accountability for their work and stewards it with excellence. As a company, we value each other by creating space for everyone to be heard and well supported. We achieve this goal through weekly team meetings, one-on-one managerial investment in each employee, and thorough feedback processes. We strive to create an atmosphere that is based on respect and communication, while also fostering an engaging and lively work environment. From all-staff meetings, to team build events, to department-wide retreats, we give everyone a seat at the table to contribute their best work and have fun along the way. We are highly collaborative, thoroughly engaged, and completely committed to bringing our best day-in and day-out. From the customers we support, to the careers we foster, we infuse growth and advancement into everything we touch.

Nitrogen is an equal opportunity employer. We encourage people from underrepresented groups to apply. We are committed to being fair and intentional in our hiring decisions by reviewing every application thoroughly.

WHO WE NEED

We’re looking for an individual who strives to bring excellence, passion, and dedication to the work that they do. Every single employee makes an impact at Nitrogen, and we’re hoping to find another hard-working, team-oriented individual who believes in our company’s mission and values.

WHAT YOU'LL BE WORKING ON

• Provide Level 2 support, investigating issues reported by Customer Support or Product Teams, and escalating to Platform Technology if necessary
• Research and resolve data issues related to investor account data or market securities
• Monitor data import processes and take required actions to ensure imports are finished successfully
• Create and maintain internal tools to manage operational processes and facilitate rapid resolution of incidents
• Deliver bug fixes and code enhancements
• Analyze incidents, problems, and trends to recommend enhancements and solutions to root causes
• Create documentation and share the knowledge you gain with your team from solving incidents and learning how systems operate
• Maintain strong communication with stakeholders on issue status, and take end-to-end ownership in solving customer problems in a timely manner
• Identify possible maintainability and scalability concerns in current projects and either address them directly or consult with peers on how to best address them
• Show interest in new technologies not immediately required for current job duties, particularly as it relates to finding better ways to work

Requirements

• 2+ years of experience supporting services in a high-growth business;
• Experience in working with monitoring solutions (Datadog or others);
• Some experience or willingness to learn the following technologies:  SQL, Linux, Grep, AWS, Git, Python, Typescript, Golang, NodeJS, Php, Docker, and Kubernetes;
• Being a team player who promotes an environment of collaboration, openness, and positivity;
• B2-level English skills - required for verbal and written communication with our colleagues in USA;
• Nice to have: ITIL Certified or complete understanding of the ITIL Service Framework (incident, problem, release);

Benefits

• Medical healthcare for you, your partner, or your family;
• Full Remote is possible, but if you want to work on-site/hybrid, our office is located in Wroclaw city center - Green2Day - with parking space nearby;
• Benefits cafeteria - Worksmile;
• English language course, Grammarly access.