MassMutual Financial Group Systems Engineer in Springfield, Massachusetts

Since 1851, MassMutual’s commitment has always been to help people protect their families, support their communities, and help one another. This is why we want to inspire people to Live Mutual. We at MassMutual value diversity and inclusion. We’re people helping people.

A career with us means you will work alongside exceptional people and be empowered to reach your professional and personal goals. Our employees are the foundation of what makes MassMutual a strong, stable and ethical business. We seek and value unique and varied perspectives and experiences because we believe we are stronger when all voices are heard. We invite you to bring your bright, innovative ideas to MassMutual as we continue to help millions of Americans rely on each other.

Together, we’re stronger.

Description

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POSITION SUMMARY

As part of a team that is revolutionizing how business share and manage content, the Systems Engineer is tasked with tackling, researching, and solving our customer’s toughest technical issues to ensure our users are delighted with their Box experience.

The role requires that you can easily transition between speaking with Engineering, Developers and customers (both technically skilled and novices). As an escalation point, you will work closely with business partners & Technical Operations teams to identify problems, hypothesize on root cause, test issues.

RESPONSIBILITIES

Ideally, you enjoy customer interaction, like solving tough issues, and want to grow into increasingly technical roles. You are smart, resourceful, and a team player excited to solve problems, advocate for users.

  • Provide awesome service to internal & external customers. Drive consultations to understand business and technical requirements for projects.

  • Collaborate with multiple tiers of support, act as an escalation point, and investigate complex/corner issues including advanced network/firewall/proxy configurations, debugging complex desktop environments and system registries, and SSO configurations.

  • Support a growing population of Developers on the Box Platform & as needed other file sharing platforms, being able to solve increasingly challenging questions that arise from use of the API, SDK’s, and integrations with third-party applications. As the Box and other Enterprise File Sync and Share Platform grows, so will your need to be up-to-date.

  • Speak with users about technical issues in a way they can understand.

  • Work cross-functionally with Customers, User Services, and Engineering to ensure resolution of customer issues.

  • Identify, develop and deliver training/mentorship to benefit all areas

  • Act as a technology advocate driving adoption and reinforcing best practices within the organization.

  • Ensure that MassMutual is keeping current with industry direction and competing solutions. Research emerging technologies and maintain acute awareness of current platform roadmaps to assist with developing strategic plans.

  • Help the organization migrate to cloud-based solutions including moving existing critical data, processes, and workflows.

  • Actively engage the team in technical team discussions and promote risk-based decision making.

  • Participate in team meetings to discuss ongoing project status and deliverables.

  • Manage multiple projects at a time.

Qualifications

  • Bachelor's Degree in Computer Science, Engineering degree or similar technical background. This is a highly technical role!

  • 2+ years of experience in working with customers in a technical role with a focus in advanced network and desktop troubleshooting.

  • Ability to improvise, think creatively, and find solutions to tricky problems.

  • High attention to detail and ability to troubleshoot with limited information and a clear plan of action.

  • Excellent written and verbal communication skills.

  • Some experience writing code would be a plus!

  • Previous Support Engineering / Developer Support experience also a big plus!

  • Passion for cloud technologies.

  • Authorized to work in the United States without sponsorship now or in the future.

Soft Skills

  • Self-managed and motivated individual with strong leadership skills.

  • Excellent written, oral and presentation skills.

  • Ability to explain technical procedures in business terms so that customers understand.

  • Ability to develop strategic customer relationships, gain trust, and respect for the team.

  • Ability to organize and prioritize tasks and work under a small or large team spanning across multiple business units or practice areas.

  • Own engagements, ensure customer satisfaction, deliver on time, and ensure quality.

  • Proactively communicate status and risks to project leadership.

  • Strong problem solving and analytical skills.

  • Ability to work well in a team environment.

  • Willingness and desire to develop professionally.

Ranked No. 77 in the annual FORTUNE ® 500 Ranking (FORTUNE ® Magazine, June 2017) and recognized as a World’s Most Ethical Company by Ethisphere, MassMutual is guided by a single purpose: We help people secure their future and protect the ones they love. As a company owned by our policyowners, we are defined by mutuality and our vision to put customers first. It’s more than our company structure – it’s our way of life. We are a company of people protecting people. Our company exists because people are willing to share risk and resources, and rely on each other when it counts. At MassMutual, we Live Mutual.

CORE VALUES

Focus on the Customer: We understand our customers well and look for every opportunity to deliver an experience that is clear, easy, personal, human, empowering and trustworthy.

Act with Integrity: We deliver on our promises by being open, honest and humble and by adhering to the letter and spirit of applicable laws, rules, regulations and company policies.

Value People: We respect and learn from each other’s diverse backgrounds, experiences and ideas. We engage and develop people to their greatest potential.

Work Collaboratively: We work together to achieve results by actively listening, seeking, understanding and creating solutions as a unified team driving toward one company, one culture, one brand.

Achieve Results: We focus on winning by exceeding expectations and getting better – everyone, every day.

For more information, visit www.massmutual.com or find us on Facebook, Twitter, LinkedIn, YouTube, Google+, Instagram and Pinterest.

MassMutual is an Equal Employment Opportunity employer Minority/Female/Sexual Orientation/Gender Identity/Individual with Disability/Protected Veteran. We welcome all persons to apply.

At MassMutual, we’re fostering an inclusive and dynamic environment where our employees are valued for who they are and can build successful careers. For us, diversity and inclusion is more than a goal, it’s the only way forward.

• 100% rating on the Human Rights Campaign Corporate Equality Index (2018)

• National Association for Female Executives Top Company for Executive Women (2017)

• DiversityInc Noteworthy Company (2017)

• Disability Equality Index® (DEI) Best Place to Work for Disability inclusion (2017)

• Working Mother Media 100 Best Company (2017)

• Military Friendly Employer (2018)