Support Engineer

Job Title- Support Engineer

Project Location Rockville MD or Tysons Corner VA - Hybrid

Duration- 6 months contract

Visa- USC/ GC

Job Description-:

Notes:

Support Engineer

Must work 3-days/week onsite in Rockville MD or Tysons Corner VA

ONE 30-minute Phone Screen followed by 1 or 2 Technical Screens (will try to combine to ONE when possible)

Need one photo ID please

Flexible schedule - (not a true 9-5) can work core hours but there may be needs outside of the core hours as long as they are getting the work done

Reactive support - quarter/third of the time addressing specific user issues

Proactive development and testing - remainder of time

Job Description:

They are developing generative AI regulatory specific chatbot similar to a chatGPT.

Called FILLIP - platform can process long documents

Complexity - lots of things can break

Someone interfacing between platform they are building and user face - implement testing and diagnose errors

Issues arise with the user base - support engineer will protect core development team (look at code splunk logs second level support state of infrastructure

Create tickets - end to end resolution

5000 Users all FINRA (contractors and internal)

1500 are in Tech

3500 very little Tech

About the Role: We are seeking an experienced Support Engineer to join our FILLIP development team on a contractor basis. This hybrid role bridges user support and development serving as the technical escalation point for complex user issues while maintaining and improving our test infrastructure. You will perform deep technical troubleshooting analyze logs across our cloud infrastructure implement and execute test strategies and drive bug fixes. When support workload permits youll contribute to testing automation and software quality initiatives. This role is ideal for a hands-on engineer who thrives in both reactive problem-solving and proactive quality improvement.

Key Responsibilities:

• Technical Support & User Engagement: Serve as the primary escalation point for complex technically challenging user issues that exceed standard Product Management support capabilities; work directly with users to understand problems communicate findings and guide them through resolutions
• Log Analysis & Debugging: Perform detailed analysis using Splunk and CloudWatch to diagnose issues identify root causes and trace system behavior
• Bug Fixes & Implementation: Implement bug fixes and minor code changes based on findings from user reports log analysis and testing
• Test Strategy & Automation: Design implement and maintain comprehensive automated testing strategies including unit tests integration tests and end-to-end testing
• Testing Execution: Execute manual and automated testing to validate fixes identify regressions and ensure system reliability
• Documentation & Communication: Document issues resolutions and test results; communicate findings clearly to both technical and non-technical stakeholders
• Proactive Quality Improvements: When support workload permits identify opportunities to improve test coverage automate repetitive testing tasks and reduce technical debt

Required Qualifications:

• 5 years of software development experience with demonstrated expertise in Python
• Strong proficiency in PostgreSQL and relational database concepts
• Solid understanding of AWS ecosystem (EC2 ECS S3 RDS Aurora Lambda)
• Hands-on experience with application logging and log analysis tools (Splunk and CloudWatch)
• Demonstrated experience designing and implementing test strategies and automated testing frameworks
• Strong problem-solving skills and ability to investigate complex technical issues methodically
• Excellent written and verbal communication skills
• Ability to work autonomously and adapt to shifting priorities between support and development work

Preferred Qualifications:

• AWS Bedrock experience (strongly preferred)
• Experience with Python testing frameworks (pytest unit test etc.)
• Familiarity with CI/CD pipelines and automated testing integration
• Experience with VueJS or other modern frontend frameworks
• Background in financial services regulatory technology or government sectors

Technical Skills:

• Backend: Python
• Databases: PostgreSQL (required) basic relational database design
• Cloud: AWS proficiency across EC2 ECS S3 RDS Aurora Lambda
• Logging & Monitoring: Splunk CloudWatch
• Testing: Test automation frameworks test design methodologies CI/CD integration
• Frontend (Optional): VueJS or similar frameworks

Soft Skills and Attributes:

• Problem-Solving: Methodical approach to troubleshooting and root cause analysis
• Communication: Clear documentation and explanation of complex technical issues to both technical and non-technical audiences
• Patience and Empathy: Demonstrates patience and understanding when addressing technical issues with users who may have minimal technical experience or expertise
• Ownership: Takes responsibility for issues through resolution
• Adaptability: Comfortable switching between reactive support and proactive development work
• Curiosity: Drives investigation into underlying system behavior and architectural patterns

Work Environment:

• Reports to Engineering Manager
• Works closely with Product Management team on user escalations
• Flexible schedule with potential for asynchronous work on logging and analysis
• Access to development and staging environments