Product Support

at Live Oak Bank • Wilmington, NC

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What is Live Oak Labs? 

Live Oak Labs is a fast-paced development shop that functions as a well-funded start-up.  We are the technology arm of Live Oak Bank, who has a history of transforming banking thru technology.  Having already spun-off two fintech SaaS companies, Live Oak is a different kind of bank and proven leader in banking innovation.  We’re on a mission to revolutionize the banking experience, with the use of open banking platforms, native cloud technologies, and modern user experiences, for our modern world. 

We’re seeking a Product Support Engineer to join our team in our Wilmington headquarters to help support the technology used by our many customers and fellow Live Oakers every day.  We are in the process of ushering in a lot of new technology at the bank and are building a support team to help ensure the smooth rollout and ongoing support of this technology.  

What You’ll Do at Live Oak 

You'll work on a support team, alongside our development, product, and infrastructure teams to support the products and software utilized by our customers and within the bank.  Below are some of the activities you would perform on a regular basis. 

 

  • Become an expert on the different products, technologies, and workflows that we utilize across the bank. 
  • Investigate product and technology issues escalated to your team by internal stakeholders and search for a resolution. 
  • Develop how-to's, troubleshooting guides, and process documentation to preserve and share product and technical knowledge across the team. 
  • Work closely with our engineering teams and partners to troubleshoot issues and identify long-term solutions. 
  • Communicate regularly with stakeholders and end-users on the status of their systems and any reported issues. 
  • Participate in 24x7 site reliability rotations, escalation workflows, and production incidents. 

 

Technology Environment 

Our engineers typically use MacBooks, Git, Jira, Confluence, and VS Code.  Many of our products are built within a service-oriented architecture using Salesforce, Apex, JavaScript, Knockout.js, Lightning, React Native, SnapLogic, REST, SOAP, as well as Jenkins, Java, and Selenium for CI/CD.  Teams also regularly integrate with numerous cloud-based partners using standard protocols for synchronous and asynchronous communication. 

 

We are in the process of building our next generation banking platform using a microservices architectural style with a lot of Node.js and AWS cloud-native technologies.  As part of that effort, we're also evaluating popular frontend web and mobile technologies, such as Angular, React, and Vue.js for our next generation banking experience.  

Desired Qualifications 

Product Support Engineers likely to succeed in this role have most of the qualifications listed below. 

 

  • You are a tinkerer that always asks why and have a knack for troubleshooting technology related issues. 
  • You are customer service minded that works well with stakeholders, partners, and teammates. 
  • You have the ability to work in a team environment and not take yourself too seriously. 
  • You have banking or financial services experience and have been exposed to the types of products and technology used to support these types of organizations. 
  • You possess strong initiative to champion and support improvements to processes, tools, and practices utilized by your team. 
  • Experience with ticket tracking systems, like ZenDesk and/or Jira. 
  • Experience using Salesforce. 
  • Excellent written and verbal communication skills. 
  • Bachelor's degree in Information Technology, Computer Science, MIS or related field, or equivalent experience. 

Is this the right opportunity for YOU? 

If you have the desired qualifications, below are reasons you should apply for this position.  

  • You want to provide the best solution that helps small businesses and entrepreneurs get the capital and financial services they need to succeed and support their local communities. 
  • You’d like to be part of an organization that operates like a start-up.  The team decides the best technical approach and commitments, not your manager. 
  • You’ll get to collaborate with like-minded individuals to build and support the next generation of banking technology.