The National Association of Insurance Commissioners (NAIC) has an opening for a Senior Product Support Engineer for the Market, Financial, and Licensing (MFL) department. The Senior Product Support Engineer will assist the Product Support team by providing technical support, monitoring, and reporting for the MFL department's infrastructure, applications, and services. We are looking for a team member who would enjoy working for an organization that strives every day to support the public good and make a difference.  

This position is based in the NAIC’s state-of-the-art offices in the heart of downtown Kansas City, Missouri which includes great restaurants and top-notch entertainment venues. This position will be remote within 100 miles of the office and in-office requirements as scheduled.    
  
Responsibilities include: 

• Creates knowledge articles and ensures their accuracy. 

• Utilizes tools to assist in problem research and resolution and if management approved, data manipulation. 

• Provides research for problems referred from Customer Service and/or State Support staff. 

• Provides technical support, monitoring, and reporting for infrastructure, applications, and services. Reviews and researches application errors. Determines and takes appropriate action, with development teams and/or business partners, to correct and eliminate errors. 

• Ensures tickets are worked and completed within defined Service Level Agreements. 

• Participates in after hour initiatives. 

• Regularly demonstrates initiative by identifying and preventing issues. 

• Validates application functionality after application deployments or infrastructure maintenance. 

• Processes test transactions in a non-production environment to support client implementations. 

• Develops, implements, and maintains automated tests for applications. 

• Demonstrates an advanced understanding of applications, services, and infrastructure. 

• Develops and maintains an advanced understanding of business rules and systems requirements. 

• Directs and leads troubleshooting of applications and data for consistency and quality; Oversees documentation and investigation of issues and escalation of advanced issues. 

• Works well leading a team and provides direction to less experienced staff. 

• Creates, provides, and oversees training for new production support staff. 

• Determines when customer notifications are required and escalates to the appropriate support area when necessary. Creates and distributes notifications as needed. 

• Creates and administers customer/management reports. 

• Oversees and leads evaluation of production applications for usability and performance. 

• Ensures production support procedures are being followed as well as suggesting new procedures. 

• Understands advanced workflows between applications and how customers use the systems. 

• Shares expertise with other individuals within the organization and, when appropriate, outside the organization as needed for training and documentation of processes and systems requirements. 

• Leads production support initiatives, providing oversight, communication, and project planning. 

• Administers application and infrastructure monitoring tools, including monitoring, updating, and creating dashboards and alerts. 

• Administers escalation tools, including monitoring, updating, and creating team policies. 

• Incident management lead for high priority issues. 

• Oversees and documents process for escalating tickets between departments. 

Skills & Abilities:   

• Advanced knowledge of ticket management systems. Demonstrate the ability to create, modify, and monitor dashboards and workflows. 

• Understands and creates complex SQL scripts in support of resolving technical issues. 

• ·Strong analytical and problem solving skills. 

• Microsoft Office products (SharePoint, Outlook, Word, Excel, Power Point). 

• Application Performance Monitoring (Dynatrace, New Relic). 

• Confluence (Jira, Wiki). 

• Reporting/BI tools (Tableau, JReports). 

• Quality-minded. 

• Advanced negotiating and conflict resolution skills. 

• Advanced interpersonal and customer service skills. 

• Advanced knowledge of SQL. 

• Advanced knowledge of Unix/Linux. 

• Advanced knowledge of Stored procedures, APIs. 

• Advanced knowledge of Amazon Web Services (EC2, Lambda, Kubernetes). 

Minimum Education and/or experience required:  

• Bachelor’s degree or associates in applied science specific to Computer Science or minimum of 8 years of related work experience; or an equivalent combination of education and work experience 

Compensation: