Support Engineer, Shared Services, Digital Banking at forbrightbank

COMPANY DESCRIPTION:  Forbright is a nationwide full-service bank and commercial lender focused on helping to build a brighter future for our clients and the communities we serve. Forbright is committed to exceptional client service by providing seamless, innovative personal banking services to depositors and creative financing solutions to visionary middle market businesses and investors in healthcare, technology, financial services, real estate, and other industries.    COMPANY CULTURE:  We are a dynamic, high energy, fun, and fast-paced organization that has an exciting growth trajectory, meaningful mission, and embedded responsible practices into our daily interactions. We offer our team members a culture of collaboration, inclusion, flexibility, recognition, and giving back. We look to hire individuals that are passionate about our mission, and who are motivated, customer and results-oriented, innovative, adaptable, and thoughtful.   COMPANY MISSION:  We are a mission-driven institution. We operate a sound dynamic institution that is well capitalized, liquid, profitable and uses best practices to manage risk and assure compliance with laws and regulations. We use Forbright’s capital, capabilities, innovation, and expertise to help our clients succeed and contribute broadly to building a brighter future.  JOB SUMMARY: The Support Engineer, Shared Services, with a focus on Site Reliability Engineering (SRE), plays a critical role in ensuring the reliability, availability, and performance of our digital banking production systems. This role works closely with customer support, development, operations, and infrastructure teams to maintain and enhance our services, employing SRE best practices to drive system reliability and efficiency. DUTIES AND RESPONSIBILITIES: • Collaborate with Product, Customer Support, and Operations teams and serve as technology first responder to efficiently resolve escalated issues • Coordinate with and train additional team members (including offshore team members) to ensure 24/7 support • Monitor production systems for performance, availability, and reliability • Respond to and manage production incidents, triaging and performing root cause analysis and help implementing fixes to prevent recurrence • Develop, maintain, and optimize monitoring and alerting systems to proactively identify issues • Analyze system performance and identify areas for improvement • Collaborate with engineering teams to optimize application and infrastructure performance • Implement and manage capacity planning and scaling strategies • Automate repetitive tasks and processes to increase operational efficiency • Develop and maintain scripts and tools for system management and monitoring • Implement and maintain SRE principles, including service level objectives (SLOs), service level indicators (SLIs), and error budget • Participate in the design and implementation of disaster recovery and high-availability solutions • Maintain comprehensive documentation for systems, processes, and incident management procedures • Create and deliver regular reports on system health, incident trends, and performance metrics • Work closely with development teams and SaaS vendors’ product teams to ensure new features and changes are reliable and scalable • Partner with Saas vendors to ensure timely resolution of platform issues, enforcing SLAs for urgent issues and monitoring backlog remediation for items with lower priority or longer lead times • Communicate effectively with stakeholders to provide updates on incident resolution and system status • Stay current with industry trends, technologies, and best practices in SRE and production support • Propose and implement improvements to processes, tools, and systems • Perform other duties as assigned QUALIFICATIONS: • High School Diploma required; Bachelor’s Degree preferred • Minimum of 3 years of experience in engineering, production support, system administration, or related roles required • Experience performing support in a banking environment a plus • Strong understanding of SRE principles and practices • Operating Systems: Solid understanding of Linux/Unix CLI (e.g., grep, awk, sed, top) • Scripting: Basic ability to read and modify Bash or Python scripts to automate routine tasks like log rotation or system health checks • Networking: Foundational knowledge of TCP/IP, DNS, and SSH to diagnose connectivity issues • Monitoring Basics: Familiarity with viewing dashboards in Grafana and responding to automated alerts • SQL & Data: Proficiency in writing basic SQL queries (SELECT, JOIN, WHERE) to extract data for troubleshooting or reporting • API Diagnostics: Basic experience using Postman to test endpoints and verify API responses • Financial Literacy: Understanding of banking operational discipline and why accuracy is critical in ACH and file movements • Incident Management: Understanding the lifecycle of a ticket in tools like Jira or ServiceNow • Documentation: High attention to detail in following and updating playbooks/runbooks • Version Control: Basic knowledge of Git for checking out code or configurations • Cloud & Containers: Conceptual understanding of AWS and Kubernetes (e.g., checking pod status) • Communication: Ability to translate technical issues into clear status updates for stakeholders during an outage • Critical Incident Response: Ability to remain calm under pressure, prioritize high-severity tickets, and communicate technical ETAs to non-technical stakeholders • Root Cause Analysis (RCA): Systematic approach to problem-solving (e.g., Five Whys, 8D) to ensure permanent fixes rather than temporary workarounds • Self-Starter Mentality: Ability to work independently in a Follow-the-Sun support model, participating in on-call rotations and weekend releases • Must be able to work shift hours (earliest 7 am PST, and latest 8 pm PST) with rotating weekly on-call shifts • Proficiency with Microsoft Office tools (Outlook, Word, PowerPoint, Excel) • Excellent verbal, written, and interpersonal communication skills • Strong organizational skills and attention to detail • Outstanding problem-solving and time management skills • Self-motivated, self-directed, and results-oriented • Adaptable and able to multitask in a fast-paced environment • Can work independently and within a team; solution-oriented with a collaborative approach The pay range for this position is below. The specific rate will depend on the successful candidate’s qualifications and prior experience. $88,000 (entry level qualifications) to $100,000 (highly experienced). POSITION REQUIREMENTS: We are committed to creating an inclusive workplace where all employees are capable of performing their job position. Work is primarily conducted in an office setting while certain positions may allow for remote work through the use of technology at management discretion. The functions described below are representative of those to successfully perform duties of this job. Reasonable accommodations may be made to enable employees to perform the essential functions. While performing duties of this job, the employee may be regularly required for extended periods of time to: • Remain in a stationary position • Use hands and fingers  • Utilize a computer monitor with visual acuity • Operate technology or other office machinery such as printers, scanners, etc. • Communicate clearly verbally and/or in writing with others ADDITIONAL DUTIES: For Forbright Bank to remain efficient and nimble as a growing organization, team members are expected to exhibit a high level of flexibility regarding any duties that may be situationally assigned outside of this job description.  PERKS/BENEFITS: • Comprehensive health, dental, and vision plans • 4 weeks PTO • 401k + company match • Metro SmartTrip benefits ($50/mo) • Remote or hybrid work schedules for most positions • Incentives for purchasing solar panels, electric vehicles, biking to work, etc. • Paid subscriptions to Veterans Compost, Capital Bikeshare, Imperfect Foods reimbursement, and more! • Best Workplaces for Commuters 2023 & 2024 winner • The Washington Post Top Workplaces 2023, 2024, and 2025 winner • American Banker Best Banks to Work For 2023 winner CORE PRINCIPLES: • Excellence: Excellence is not a goal, but a standard, reflected in the precision of our work and the quality of our decisions. Excellence is a discipline that compounds over time and creates lasting value; it must be measured and managed.  • People: Our people are our greatest strength. We foster a culture of respect, inclusion, and ambition - where everyone matters. We celebrate collaboration and teamwork and prize loyalty - to one another, the company, our mission, and values.    • Innovation: We invest boldly in technology, harnessing innovation not for its own sake but to make banking and lending better, faster, and smarter for our clients, more efficient for our team, and more profitable for our shareholders.  By combining human insight with technological excellence, we strengthen our ability to serve, to adapt, and to succeed in a changing world.  Innovation is a continuous investment in new ideas.  • Sound Practices: Our foundation rests on prudence, care, integrity, and discipline. We manage credit and business risk with rigor and fundamentals-based judgment, act with transparency, and uphold the highest standards of corporate governance and regulatory compliance to ensure sustainable growth and enduring financial strength.    • Distinct Value: We focus our energy where we add value. We avoid the commoditized and the ordinary, choosing to compete through insight, specialization, technology and service. By concentrating on areas where expertise matters and relationships endure, we create differentiation that is defensible and lasting.  • Clients: We exist to advance our clients’ success and to help them grow. We listen deeply, think creatively, and deliver solutions that solve problems, drive impact and add value. Every client relationship is built on partnership, performance, and purpose.  • Shareholders: We are committed to creating exceptional value for our shareholders. We invest for the long term and view our shareholders as partners – not observers - in value creation. We allocate capital wisely, execute with precision, and continuously adapt our business model to pursue the most attractive, risk-adjusted returns. We work to make rational decisions, avoid unnecessary complexity, maintain strong liquidity and capital, and communicate with clarity and honesty. We measure success both by current performance and by the durability and quality of the long-term value we build.   • Communities and the Environment: We believe prosperity and responsibility go hand in hand. We invest in inclusive opportunity and environmental stewardship. Our goal is simple - to do our part build a brighter, more sustainable future for the communities we serve and the world we share.  It is the policy of Forbright Bank to provide equal employment opportunities to all qualified individuals and to administer all aspects and conditions of pre-employment and employment without regard to protected characteristics. Employment with Forbright Bank is at-will, which means that either you or the Company may terminate the relationship at any time. By applying, you acknowledge that you have reviewed our CCPA Privacy Notice.