Company: IRALOGIX, Inc. Position: Principal Engineer Location: Pittsburgh, PA / Charlotte, NC Job Type: Full-Time/Exempt Industry: Retirement Services/FinTech Software Travel: 0%-5% IRALOGIX is a high-growth, institutional technology platform focused on providing uniquely capable solutions to IRA providers, 401(k) recordkeepers, retirement-focused Advisors, Mutual Fund investment providers, and banks interested in growing their IRA capabilities, revenue, and market share. Through proprietary, ground-up technology, we are changing the landscape and are empowering client companies to provide broader access to the best retirement services possible while significantly lowering administration costs and increasing efficiency, profitability, and competitiveness, far beyond industry expectations. Role: As a PRINCIPAL ENGINEER - SUPPORT, reporting directly to the Senior Director of Platform Operations, your primary objective will be to identify and resolve issues with our core business application platform. The role is expected to triage and resolve critical platform issues, resolve issues with specific business transaction failures (as escalated by business partners), and provide technical mentorship and guidance to other resources within Platform Operations. Additionally, this role will also help to mature the platform and organization by identifying thematic issues and potential solutions to increase platform resiliency and supportability, as well as aiding in the development of improved self-service capabilities to better assist the business functions to resolve issues without engaging technical teams. The Platform Operations team is responsible for ensuring the core business platform is healthy and working efficiently through regular inspection of the platform and underlying systems, review and identification of business transactions not in good health, development and maintenance of automated monitoring dashboards and alerts, strong knowledge of the overall business transaction flow and possible error conditions, and documentation and communication to enable metrics and escalations. This team works closely with other technology teams and business teams to triage critical issues and ensure the success of our customers and the company. Location: This is a remote position, but candidates must reside within a 2-hour drive of either Pittsburgh, PA or Charlotte, NC. Occasional travel to Charlotte or the Pittsburgh office will be required. Responsibilities: The essential responsibilities and duties for this position include, but are not limited to, the following: * Establishing a routine of documentation (incidents, problems, knowledge articles, design, etc) * Improving the knowledge and maturity of the organization through mentorship and process development * Understanding code in order to identify transaction flow and determine where failures may have occurred * Development and Enhancement of monitoring capabilities and metrics * Developing automation capabilities to identify and resolve routine issues without human intervention * Collaborating with Sustaining Eng and AppDev teams to improve supportability of the product * Collaborating with Business teams to provide training and self-service tooling to improve customer experience Education and Experience: * Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent work experience) * Excellent problem-solving skills and the ability to troubleshoot complex issues * Demonstrated capability to read and understand code in support of complex systems and processes * Demonstrated history of automation skills to handle routine tasks * Strong communication skills and the ability to work effectively in a team and client-facing environments * Demonstrated ability to develop requirements and design processes * Experience working within a support organization, especially in an escalations capacity * Experience with triage processes including incident management, problem management, and root cause analysis * Must be US Citizen, Permanent Resident, or eligible to work in the US permanently IRALOGIX is an equal opportunity employer committed to building a team that embraces diversity, represents a variety of backgrounds, and upholds inclusiveness. M/F/V/D