UW Credit Union
Overview
UW Credit Union’s Internet Services team is hiring a Support Engineer to contribute in its mission to deliver world‑class digital experiences. The Support Engineer is a software professional who enjoys solving unique and challenging problems in creative ways with a growth mindset. This person thrives in a fast‑paced, collaborative, team‑oriented environment and has an enthusiasm for learning. This position provides second‑level support for members as they interact with our external software applications, and first‑level support for business partners as they use internal software tools. Primary responsibilities include monitoring our support ticket queue, collaborating with internal partners to diagnose and troubleshoot issues, and collaborating with software engineering and DevOps to ensure problems are resolved in a timely manner.
The Internet Services is a team of passionate software development professionals who deliver a diverse portfolio of technical solutions, including high‑performance web applications, mobile apps, APIs and backend processes, which enable members to easily manage their financial lives. If you are a UW Credit Union member, you’ve already experienced the fruits of our team’s labor: intuitive, easy‑to‑use applications and systems that align with our members’ best interest. From UW Credit Union’s Web Branch to lending applications, our in‑house development team does it all. Because of this, we have grown to become one of Wisconsin’s top financial institutions with over 345,000 members and $5 billion in assets.
If you enjoy working in an agile environment, participating in team activities supporting an iterative development process, and collaborating with software professionals to solve problems, we want to talk to you!
This is a hybrid position (2 days per week in our Madison, WI office).
Responsibilities
Evaluate incoming support tickets and make decisions on priority, level of urgency, and next steps required.
Perform research and problem solving of internal customer and member questions and issues.
Perform diagnosis and analyze reported issues utilizing logs and monitoring tools.
Escalate and coordinate fixes for incidents or enhancements with Software Engineers and DevOps.
Read and understand code to be able to find potential bugs and determine the level of access granted to users.
Make code changes to implement fixes for software bugs.
Prepare and update technical documentation of systems and processes in an always changing environment.
Assist IS leadership, audit, and other business partners in reporting and data needs via SQL queries.
Run tasks and console programs to facilitate manual processes and rerun unsuccessful jobs as needed.
Communicate details regarding technical analysis to audiences with varying technical ability.
Coordinate release testing and deployments for flagship applications.
Collaborate with engineering teams, business units, and technical peers to ensure business requirements are met.
Take ownership of customer issues reported and see problems through to resolution.
Qualifications
1 year experience of support or software engineering
Bachelor’s degree in computer science or related field; or equivalent combination of education and experience
Familiarity with software development tools and technologies
Fluency in version control systems (git preferred)
Strong oral and written communication skills.
Why work for UW Credit Union? Join one of Wisconsin’s premier financial institutions, a four‑time recipient of Madison Magazine’s Best Places to Work, and a two‑time Milwaukee Journal Sentinel’s Top Workplace to receive:
21.5+ days annual time off
2 weeks paid caregiver leave
2.5 weeks paid new child parental leave
2 days paid volunteer time
11 paid holidays (includes your birthday!)
401k company match of up to 5%, plus approximately 4% discretionary match
Variable bonus reward
Competitive Medical, Dental and Vision plans, including domestic partner eligibility
Free bus pass and bublr/ BCycle membership
Employee Assistance Program
And more!
#J-18808-Ljbffr
The Internet Services is a team of passionate software development professionals who deliver a diverse portfolio of technical solutions, including high‑performance web applications, mobile apps, APIs and backend processes, which enable members to easily manage their financial lives. If you are a UW Credit Union member, you’ve already experienced the fruits of our team’s labor: intuitive, easy‑to‑use applications and systems that align with our members’ best interest. From UW Credit Union’s Web Branch to lending applications, our in‑house development team does it all. Because of this, we have grown to become one of Wisconsin’s top financial institutions with over 345,000 members and $5 billion in assets.
If you enjoy working in an agile environment, participating in team activities supporting an iterative development process, and collaborating with software professionals to solve problems, we want to talk to you!
This is a hybrid position (2 days per week in our Madison, WI office).
Responsibilities
Evaluate incoming support tickets and make decisions on priority, level of urgency, and next steps required.
Perform research and problem solving of internal customer and member questions and issues.
Perform diagnosis and analyze reported issues utilizing logs and monitoring tools.
Escalate and coordinate fixes for incidents or enhancements with Software Engineers and DevOps.
Read and understand code to be able to find potential bugs and determine the level of access granted to users.
Make code changes to implement fixes for software bugs.
Prepare and update technical documentation of systems and processes in an always changing environment.
Assist IS leadership, audit, and other business partners in reporting and data needs via SQL queries.
Run tasks and console programs to facilitate manual processes and rerun unsuccessful jobs as needed.
Communicate details regarding technical analysis to audiences with varying technical ability.
Coordinate release testing and deployments for flagship applications.
Collaborate with engineering teams, business units, and technical peers to ensure business requirements are met.
Take ownership of customer issues reported and see problems through to resolution.
Qualifications
1 year experience of support or software engineering
Bachelor’s degree in computer science or related field; or equivalent combination of education and experience
Familiarity with software development tools and technologies
Fluency in version control systems (git preferred)
Strong oral and written communication skills.
Why work for UW Credit Union? Join one of Wisconsin’s premier financial institutions, a four‑time recipient of Madison Magazine’s Best Places to Work, and a two‑time Milwaukee Journal Sentinel’s Top Workplace to receive:
21.5+ days annual time off
2 weeks paid caregiver leave
2.5 weeks paid new child parental leave
2 days paid volunteer time
11 paid holidays (includes your birthday!)
401k company match of up to 5%, plus approximately 4% discretionary match
Variable bonus reward
Competitive Medical, Dental and Vision plans, including domestic partner eligibility
Free bus pass and bublr/ BCycle membership
Employee Assistance Program
And more!
#J-18808-Ljbffr