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who we are

Aunalytics is a data science software and analytics service company with a mission to harness the power of data and use it to fuel the economic engine of growing companies, communities, and people. We lead banks and credit unions toward the digital transformation that is required in a rapidly changing business environment. We offer an end-to-end cloud analytics platform that was designed to manage and automate data ingestion, compute resources, data set creation, advanced data science, and accelerated data interaction—allowing dramatically increased speed to analytical insights for financial institutions. In addition, our Data Solutions team helps deliver impactful, data-driven solutions to our clients – differentiating Aunalytics from others in the analytics segment.


User Support Engineer

POSITION \ User Support Engineer
Location - South Bend, IN
Type - Full-time

POSITION DESCRIPTION

As a User Support Engineer, you will work closely with the Aunalytics Software Team to support end-users of Aunsight, our proprietary, end-to-end, cloud analytics platform. Your work will help ensure that end users can easily use our solutions and enjoy doing so; clients won’t just need to use our solutions, with your help, they will want to, and they will come back again and again!

essential job functions

  • Provide professional, effective technical support to end users of Aunsight (our proprietary, end-to-end, cloud analytics platform)

  • Research and resolve technical problems of moderate complexity

  • Provide troubleshooting via phone, email, and online requests

  • Document, track, and monitors user issues using applicable systems and tools

  • Ensure issues/ ticket requests are properly assigned to appropriate resolver group and act as a coordination point for incident and service requests that include multiple tasks

  • Review troubled/aged ticket reports and prioritize tickets for follow-up; Contact appropriate resolver teams to understand status of tickets and rationale for troubled/aged tickets

  • Identify trends in tickets and communicate those trends to the appropriate team members

  • Share knowledge to end users through technical articles and documentation

  • Advise end users of Aunsight’s proper use and address specific user issues

Required Skills

  • Bachelor’s degree (or equivalent through education/work) in a computational discipline: Computer Science, Web Development, Human-Computer Interaction, Mobile Computing, Graphic Design, Software Engineering, or related field

  • Solid understanding of IT environments, computer assets, and IT operations

  • Ability to diagnose and troubleshoot basic technical issues

  • Exceptional technical communication skills; demonstrated ability to describe technical problems concisely and clearly to escalation support engineers

  • Exceptional skill in simplifying and explaining complex technical language to non-technical individuals

  • Ability to interact professionally and effectively with high-level clients (end users)

  • Passionate about delivering exceptional client/ end user experience

  • Demonstrated critical thinking skills and an ability to think on your feet and take a methodical approach to troubleshooting

  • Excellent written and verbal communication skills

  • Communicates clearly and effectively across small teams to foster a friendly collaborative work environment

  • Resourceful in getting things done, self-starter, and productive working independently or collaboratively – ours is a fast-pace entrepreneurial environment with performance expectations and deadlines

  • Ability to learn quickly and contribute ideas that make the team, processes, and solutions better

  • Share our values: growth, relationships, integrity, and true grit

what’s in it for you

  • Opportunity to work in the booming field of data science, alongside some of the brightest minds in the industry

  • Opportunity to work with cutting-edge technology in a casual, fun environment

  • Opportunity to be a part of a local company committed to making a difference in our community

  • Chance to work with a rapidly expanding tech company

  • Flexible schedule and paid time off

  • Free snacks and an unlimited supply of coffee

  • Social events such as happy hours, game nights, holiday parties, birthday celebrations, movie days, ice cream sundae bars, fancy coffee carts, company softball team, etc.

  • Competitive salary and benefits package including health, vision, dental, and life insurance


To Apply: Please email your resume to Mary Jo Ogren at mjogren@graham-allen.com