Customer Excellence Engineer - Java, C#, AI, Azure, Dynatrace, Sr. Associate

We are seeking a Full Stack Engineer to join our Excellence Engineering team. This role is ideal for someone who is passionate about leveraging technologies to solve complex problems and thrive in a dynamic, fast-paced environment. You are expected to use APM tools for observability and build AI-driven centralized knowledge systems. You will be responsible for triaging and troubleshooting customer technical issues, setting up and maintaining observability platforms like Dynatrace, and contributing to the development of an intelligent knowledge base using AI technologies. This role also requires developing technical solutions to support internal and customer-facing needs.
Key Responsibilities:
Customer Support & Issue Triage

• Serve as the first point of contact for technical issues reported by customers/internal teams.
• Triage, analyze, and resolve issues across the full technology stack.
• Collaborate with engineering and product teams to ensure timely resolution.

Observability & Monitoring

• Set up and manage observability tools, with a focus on Dynatrace.
• Create and maintain dashboards, alerts, and logs for proactive monitoring.
• Continuously refine observability practices to improve system reliability.

AI Knowledge Base Development

• Design and implement a smart knowledge base using AI/ML technologies.
• Integrate support data, documentation, and logs to enhance self-service capabilities.
• Work with AI teams to train and deploy models for intelligent search and recommendations.

Technical Solution Development

• Build and deploy small-scale tools and utilities to automate workflows or solve specific technical problems.

Full Stack Engineering

• Contribute to the development of applications.
• Write clean, efficient, and testable code.
• Participate in design reviews, sprint planning, and agile ceremonies.

Skills, Experience & Qualifications Required:

• knowledge of JAVA, C#, Microservices, Kubernetes, Kafka, API Gateway etc.
• Knowledge of Microsoft Azure
• 2 to 4 years of progressively responsible professional software engineering experience preferably in a financial services product delivery setting
• Able to work on medium-to-large projects with no supervision and on more complex tasks with minimal oversight
• Excellent written and verbal communication skills
• Able to work well with peers in a collaborative team environment
• A minimum of 2 years working with an Agile development methodology strongly desired

Education:
B.S. degree (or foreign education equivalent) in Computer Science, Engineering, Mathematics, and Physics or other technical course of study required.

Salary Range:
$52,000 - $91,000 Annual
The range quoted above applies to the role in the primary location specified. If the candidate would ultimately work outside of the primary location above, the applicable range could differ.

Job Application Disclosure:
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.