Principal Developer Support Analyst at Fidelity Investments

Job Description:

The Role

Fidelity SWE Domain is seeking an experienced Principal Developer Support Analyst to join the UDE product area and work with the Developer Success team in providing superior stability and performance as we adapt to change. It is a pivotal role for the continued success and growth of the UDE product area. 

In this role, you will partner with the Director of Customer Success and Onboarding Specialist to develop, execute, and support exceptional client experiences with the product. Key attributes for success: excellent client-facing skills, a proactive and collaborative approach, persistent grit and follow-through, and a passion for providing personalized customer service.  

The day to day for this role includes driving proactive communication to Developers and stakeholders to help them grow their adoption of UDE products,  identifying expansion opportunities, providing product support as necessary,  and following up as necessary, and capturing and sharing product feedback with the UDE product and engineering  teams.

The Expertise and Skills You Bring

• Bachelor's or equivalent with 8+ years of experience in information technology, systems analysis.
• 4+ years of experience with System Analysis is a plus
• Collaborate with a variety of individuals and groups, both in person and virtually, in a constructive and collaborative manner
• Strong analytical and critical thinking skills
• Strong troubleshooting and problem-solving skills
• Experience in gathering customer feedback and research and sharing it back to the team 
• Be an advocate for the developers
• Desire to be detailed, very responsive, and committed to quality
• Understanding of Devops, Monitoring and Cloud computing skills
• Good problem solving and triaging skills
• Passion for technology and troubleshooting complex problems.
• Ability to show business value of a product to Developers and decision makers at all experience levels
• Bias towards action 

Job responsibilities:

• Troubleshooting: Identifying and fixing issues with UDE products including bugs, failures, and system problems
• Product Support: Helping internal developers with product issues, providing clear instructions, and listening to their feedback and complaints.
• Communication: Proactively communicating with the developers and the stakeholders.  Have a passion for building a community.
• Documentation: Preparing technical documentation for UDE products including descriptions of problems and steps to resolve them
• Feedback: Collecting and analyzing developer feedback

The Team

The Unified Developer Experience (UDE) Strategic Initiative is a first-of-its-kind effort that is focused in improving the effectiveness of the technology associates, and their job satisfaction, to accelerate their ability to contribute and deliver value for our customers.  The Initiative’s research and analysis provided a rich source of material identifying roadblocks and friction areas that we are addressing through transformative changes to governance, standards, transparency, discoverability, stakeholder input and continuous feedback. 

Fidelity’s working model blends the best of working offsite with maximizing time together in person to meet associate and business needs. Currently, most hybrid roles require associates to work onsite all business days of one assigned week per four-week period (beginning in September 2024, the requirement will be two full assigned weeks). 

Reminder: Per the Dynamic Working Guidelines, approved exceptions will be reviewed annually, or when the associate accepts a new role, whichever comes first.

Certifications:

Company Overview

Fidelity Investments is a privately held company with a mission to strengthen the financial well-being of our clients. We help people invest and plan for their future. We assist companies and non-profit organizations in delivering benefits to their employees. And we provide institutions and independent advisors with investment and technology solutions to help invest their own clients’ money.

Join Us

At Fidelity, you’ll find endless opportunities to build a meaningful career that positively impacts peoples’ lives, including yours. You can take advantage of flexible benefits that support you through every stage of your career, empowering you to thrive at work and at home. Honored with a Glassdoor Employees’ Choice Award, we have been recognized by our employees as a top 10 Best Place to Work in 2024. And you don’t need a finance background to succeed at Fidelity—we offer a range of opportunities for learning so you can build the career you’ve always imagined.

Fidelity's working model blends the best of working offsite with maximizing time together in person to meet associate and business needs. Currently, most hybrid roles require associates to work onsite all business days of one assigned week per four-week period (beginning in September 2024, the requirement will be two full assigned weeks).

At Fidelity, we value honesty, integrity, and the safety of our associates and customers within a heavily regulated industry. Certain roles may require candidates to go through a preliminary credit check during the screening process. Candidates who are presented with a Fidelity offer will need to go through a background investigation, detailed in this document, and may be asked to provide additional documentation as requested. This investigation includes but is not limited to a criminal, civil litigations and regulatory review, employment, education, and credit review (role dependent). These investigations will account for 7 years or more of history, depending on the role. Where permitted by federal or state law, Fidelity will also conduct a pre-employment drug screen, which will review for the following substances: Amphetamines, THC (marijuana), cocaine, opiates, phencyclidine.

We invite you to Find Your Fidelity at fidelitycareers.com.

Fidelity Investments is an equal opportunity employer. We believe that the most effective way to attract, develop and retain a diverse workforce is to build an enduring culture of inclusion and belonging.

Fidelity will reasonably accommodate applicants with disabilities who need adjustments to participate in the application or interview process. To initiate a request for an accommodation, contact the HR Accommodation Team by sending an email to accommodations@fmr.com.