{"id":2460513,"url":"https://alion.io/job/uw-credit-union-support-engineer-ii","title":"Support Engineer II","company":{"id":1807624,"name":"UW Credit Union","domain":"uwcu.org","url":"https://alion.io/company/uwcu","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"iCIMS","truth_index":null},"role":"Support","role_family":"Support","seniority":"middle","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Madison, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":51000,"max_usd":104000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":438},"experience_years_min":2,"visa_sponsorship":true,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Agile","optional":false},{"name":"Scrum","optional":false},{"name":"SQL","optional":false}],"status":"live","first_seen_at":"2026-10-13T17:16:01Z","employer_posted_date":"2026-10-13","last_verified_at":"2026-10-21T19:06:55Z","board_verified":true,"closed_at":null,"days_open":8,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":8},"description":"Overview\nUW Credit Union is committed to delivering world-class member experiences. IT Application Development is a team of passionate professionals who deliver a diverse portfolio of technical solutions, including high-performance web applications, integrations and core financial systems that enable the credit union to deliver high quality financial products and services. A 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 backlog, collaborating with internal partners to diagnose and troubleshoot issues, and collaborating with database administrators, software engineering and DevOps to ensure problems are resolved in a timely manner. This position will work in an Agile environment and participate in team activities supporting our iterative development process.\nResponsibilities\nSupport Engineering\nEvaluate incoming support tickets and make decisions on priority, level of urgency, and next steps required.\nPerform advanced research and problem solving of internal customer and member questions and issues.\nPerform complex diagnosis and analyze reported issues utilizing logs and monitoring tools.\nEscalate and coordinate fixes for incidents or enhancements with Software Engineers and DevOps.\nRead and understand code to be able to find potential bugs and determine level of access granted to users.\nMake code changes to implement fixes for software bugs and make incremental software improvements and enhancements as needed.\nRespond effectively and efficiently to unplanned events such as system failures involving production systems.\nPrepare and update technical documentation of systems and processes in an always changing environment.\nAssist IT leadership, audit, and other business partners in reporting and data needs via SQL queries.\nFacilitate ad hoc requests for member notification and notices.\nWrite and run tasks and console programs to facilitate manual processes and rerun unsuccessful jobs as needed.\nMentor other support engineers, providing technical guidance and handling escalations.\nManage core financial platform and operating system.\nDesign and configure integration technologies such as file transfer.\nTeam and Cross-Functional Collaboration\nProvide business units a primary point of contact for reporting issues via email, Teams channels, and support requests.\nCreate processes and make process improvements for escalating issues to appropriate internal product teams (e.g. software engineers, DevOps).\nEffectively communicate issues and escalations to product teams and DevOps by providing detailed background, resources, and forensic data.\nCommunicate details regarding technical analysis to audiences with varying technical ability.\nLead communication efforts and follow current process guidelines for disruption/outage communications during business hours.\nCoordinate the scheduling and communication of Scrum-related events.\nCoordinate release testing and deployments for flagship applications.\nCoordinate and communicate with business units regarding upcoming product releases.\nCollaborate with engineering teams, business units, and technical peers to ensure business requirements are met.\nCommunicate support process changes to product teams.\nMaintain collaborative relationships with key business partners in IT, MSO, and MSC.\nOperational Excellence\nTake ownership of customer issues reported and see problems through to resolution.\nProvide excellent customer service offering guidance and providing next steps and solutions.\nResolve support tickets in a professional manner.\nMaintain a high degree of quality in communication and technical work.\nReact to and fix issues and bugs quickly and efficiently in an agile development environment.\nPossess broad range of knowledge for IT Systems, Applications, and Operations.\nContinuous Learning\nUnderstand and utilize the tools, technologies, and techniques for creating software using modern practices.\nMaintain awareness of emerging technology trends.\nMaintain awareness of current credit union systems and processes.\nResearch & Analysis\nMaintain knowledge of software support processes and tools and advise initiatives to adopt new technologies with the support of IT Leadership.\nQualifications\nExperience & Education\nBachelor’s degree in Computer Science or a similar field is required.\n2 - 3 years of Support Engineering experience is required.\nSkills\nFluency with software development tools and technologies.\nFamiliarity with one or more object-oriented programming, scripting, and query languages.\nFluency in version control systems.\nStrong oral and written communication skills.\nWorking at UW Credit Union\nJoin one of Wisconsin’s premier financial institutions, a National Top Workplace and multi-year recipient of Madison Magazine’s Best Places to Work, Wisconsin State Journal’s Top Workplaces, and Milwaukee Journal Sentinel’s Top Workplaces to receive:\n21.5 days of annual time off (accrued per pay period)\n2 weeks paid caregiver leave\n2.5 weeks paid new child parental leave\n2 days paid volunteer time\nHybrid work environment: minimum 3 days a week on-site\n10 paid holidays (including your birthday!)\n401k company match of up to 5%, plus approximately 4% discretionary match\n457 deferred-compensation plan\nVariable bonus reward\nCompetitive Medical, Dental, and Vision plans, including domestic partner eligibility\nEmployee Assistance Program\nAnd more!\nAll employees must possess valid work authorization to work for UWCU on the date of hire. UWCU does not provide immigration sponsorship or support for employment authorization to include, but not limited to, sponsorship or support for H-1B, F-1 OPT, TN, or other visa category.","description_format":"text","description_chars":6091,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["401k plan","Continuous learning","Hybrid work","Parental leave"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Financial Services","Credit Unions & Cooperative Banks","Mortgage Lending & Brokers"],"lifecycle":[{"event":"open","at":"2026-10-13T17:16:01Z"}],"visa":[],"liveness":{"score":63,"band":"ok","label":"Likely open","p_open":1,"p_active":0.798,"p_room":0.788,"age_days":7,"expected_fill_days":8,"reasons":["conf:1","velocity","win:late"],"computed_at":"2026-10-21T05:46:15Z"},"pay":null,"html_url":"https://alion.io/job/uw-credit-union-support-engineer-ii","json_url":"https://alion.io/job/uw-credit-union-support-engineer-ii.json","meta":{"generated_at":"2026-10-21T21:28:18Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":30499,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-22T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1807624},"rest":"https://alion.io/mcp/rest/get_company?id=1807624"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fuw-credit-union-support-engineer-ii"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fuw-credit-union-support-engineer-ii"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fuw-credit-union-support-engineer-ii"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/uw-credit-union-support-engineer-ii\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fuw-credit-union-support-engineer-ii"}]}