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Principal Developer Support Analyst



Software Engineering, IT, Customer Service
Merrimack, NH, USA · Boston, MA, USA
Posted on Tuesday, June 11, 2024

Job Description:

The Role

Fidelity SWE Domain is seeking an experienced Principal Developer Support Analyst to join the UDE product area and work with the Developer Success team in providing superior stability and performance as we adapt to change. It is a pivotal role for the continued success and growth of the UDE product area.

In this role, you will partner with the Director of Customer Success and Onboarding Specialist to develop, execute, and support exceptional client experiences with the product. Key attributes for success: excellent client-facing skills, a proactive and collaborative approach, persistent grit and follow-through, and a passion for providing personalized customer service.

The day to day for this role includes driving proactive communication to Developers and stakeholders to help them grow their adoption of UDE products, identifying expansion opportunities, providing product support as necessary, and following up as necessary, and capturing and sharing product feedback with the UDE product and engineering teams.

The Expertise and Skills You Bring

  • Bachelor's or equivalent with 8+ years of experience in information technology, systems analysis.
  • 4+ years of experience with System Analysis is a plus
  • Collaborate with a variety of individuals and groups, both in person and virtually, in a constructive and collaborative manner
  • Strong analytical and critical thinking skills
  • Strong troubleshooting and problem-solving skills
  • Experience in gathering customer feedback and research and sharing it back to the team
  • Be an advocate for the developers
  • Desire to be detailed, very responsive, and committed to quality
  • Understanding of Devops, Monitoring and Cloud computing skills
  • Good problem solving and triaging skills
  • Passion for technology and troubleshooting complex problems.
  • Ability to show business value of a product to Developers and decision makers at all experience levels
  • Bias towards action

Job responsibilities:

  • Troubleshooting: Identifying and fixing issues with UDE products including bugs, failures, and system problems
  • Product Support: Helping internal developers with product issues, providing clear instructions, and listening to their feedback and complaints.
  • Communication: Proactively communicating with the developers and the stakeholders. Have a passion for building a community.
  • Documentation: Preparing technical documentation for UDE products including descriptions of problems and steps to resolve them
  • Feedback: Collecting and analyzing developer feedback

The Team

The Unified Developer Experience (UDE) Strategic Initiative is a first-of-its-kind effort that is focused in improving the effectiveness of the technology associates, and their job satisfaction, to accelerate their ability to contribute and deliver value for our customers. The Initiative’s research and analysis provided a rich source of material identifying roadblocks and friction areas that we are addressing through transformative changes to governance, standards, transparency, discoverability, stakeholder input and continuous feedback.

Fidelity’s working model blends the best of working offsite with maximizing time together in person to meet associate and business needs. Currently, most hybrid roles require associates to work onsite all business days of one assigned week per four-week period (beginning in September 2024, the requirement will be two full assigned weeks).

Reminder: Per the Dynamic Working Guidelines, approved exceptions will be reviewed annually, or when the associate accepts a new role, whichever comes first.