Product Support Engineer at Alight Solutions in Chicago, Illinois

Posted in Other 3 days ago.

Job Description:

This role is a virtual/work from home/remote opportunity

Alight unlocks enterprise growth for the world's most influential companies with future ready human capital and business solutions. We combine industry leading data and insights with unmatched depth and operational expertise to improve the employee experience and optimize cloud-enabled business processes. Our 15,000 colleagues proudly serve thousands of clients and their more than 30 million employees and family members throughout 180 countries. Learn how Alight helps organizations of all sizes, including over 70% of the Fortune 100, achieve next level transformation at Alight.

As a leading provider of human capital solutions, we help our clients and their people navigate the complexity of health, wealth, and HR. We combine data-driven, consumer-centered technology with personalized care and service to deliver a superior customer experience. Our dedicated colleagues across 28 global centers help 23 million people and their 11 million family members simplify work and life, both now and in the future. At Alight, we are reimaging how people and organizations thrive.

We're growing our Payroll Cloud Product Support Team, which provides ongoing support to Alight's Payroll & Cloud clients. As a Product Support Engineer on the team, you'll be serving as a payroll portal application expert to the AWS Cloud Operations and client teams supporting deployment, verification and troubleshooting activities.

What You'll Do:

  • Point of contact for production issues, escalations, payroll cycle support, batch job failures and ensure all incidents and defects are resolved in a timely manner

  • Support deployment and post-migration verification activities in partnership with AWS Cloud Operations and systems migration teams

  • Diagnose and troubleshoot application, system integration, environment and data issues

  • Be able to review and interpret application logs, understand the application, its architecture and maneuver in the AWS Cloud space

  • Perform internal acceptance testing of system changes to ensure they meet client business requirements

  • Work with product development team to resolve any issues identified in acceptance testing and/or in production

  • Participate in system verification testing after monthly maintenance windows, disaster recovery exercises, patch releases, and Cloud environment changes

  • Troubleshoot user issues, providing root cause analysis details

  • Review user feedback for information about issues to be fixed or potential site enhancements

  • Provide after-hours production support as assigned per team rotation schedule

  • Ensure all system issue tickets are worked in a timely manner

We Offer You:

  • Acompetitivetotal rewards package, continuing education & training, and tremendous potential with agrowingworldwide organization:

  • A full Benefits Package, starting on your first day of employment

  • Health, Dental, Vision, Life Insurance and more.

  • A 401k plan that includes a corporate match.

  • Paid Time Off

  • Three weeks (15 days) of paid vacation

  • Ten paid holidays per calendar year (8 fixed and 2 floating)

  • 6 paid wellness days

  • Career Development & Growth: We provide ongoing training, coaching and development. We reward continuous improvement and encourage you to own your own development. Take advantage of some of the best training and tools in the world to learn more about multiple areas of Human Resources!

What You'll Need:

  • Bachelor's degree (with preferred concentrations in Math, Actuarial Science, Finance, Computer Science, Economics, MIS, Engineering) or equivalent work experience.

  • 3+ Demonstrated experience in Product Support

  • Strong analytical and problem-solving skills with attention to detail

  • Experience working in a virtual, team-oriented, collaborative environment

  • Strong client-service orientation

  • Self-starter who demonstrates discipline and motivation in all aspects of job performance

  • Ability to effectively prioritize and execute tasks while under pressure

  • Excellent verbal and written communication skills and the ability to interact professionally with internal and external contacts

What We Would Like:

  • Experience working with tools to manage workflow/issue tracking (e.g., Atlassian Jira) is a plus

  • Application/production support experience within AWS Cloud environment is a plus

Background Check Required

By applying for a position with Alight, you understand that, should you be made an offer, it will be contingent on your undergoing and successfully completing a background check consistent with Alight's employment policies. Background checks may include some or all of the following based on the nature of the position: SSN/SIN validation, education verification, employment verification, and criminal check, search against global sanctions and government watch lists, fingerprint verification, credit check, and/or drug test. You will be notified during the hiring process which checks are required by the position.

Equal Employment Opportunity

Alight is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, ancestry, national origin, physical or mental disability, veteran or military status, or any other legally protected characteristics or conduct covered by federal, state or local law. In addition, Alight takes affirmative action to ensure that applicants are employed, and that employees are treated during employment, without regard to their race, color, religion, sex, sexual orientation, gender identity, protected veteran status, or national origin.

Reasonable Accommodations

Alight provides reasonable accommodations to the known limitations of otherwise qualified employees and applicants for employment with disabilities, sincerely held religious beliefs, practices and observances, unless doing so would result in an undue hardship. Applicants for employment may request a reasonable accommodation/modification by contacting his/her recruiter.

Diversity Statement

At Alight, we believe that diversity should be visible, valued, and sustained throughout the organization. Alight provides equal treatment and employment opportunities to all employees and applicants for employment without regard to any protected status or other protected characteristic.

Authorization to Work in the United States

Applicants for employment in the United States must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States and with Alight.

We offer you a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.


Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Alight business units.

Alight Solutions provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, pregnancy, childbirth or related medical condition, veteran, marital, parental, citizenship, or domestic partner status, or any other status protected by applicable national, federal, state or local law. Alight Solutions is committed to a diverse workforce and is an affirmative action employer.