App Support Engineer (Jun/Mid)

We are Allvue Systems, the leading provider of software solutions for the Private Capital and Credit markets. Whether a client wants an end-to-end technology suite, or independently focused modules, Allvue helps eliminate the boundaries between systems, information, and people. We’re looking for ambitious, smart, and creative individuals to join our team and help our clients achieve their goals.   

Working at Allvue Systems means working with pioneers in the fintech industry. Our efforts are powered by innovative thinking and a desire to build adaptable financial software solutions that help our clients achieve even more. With our common goals of growth and innovation, whether you’re collaborating on a cutting-edge project or connecting over shared interests at an office happy hour, the passion is contagious. We want all of our team members to be open, accessible, curious and always learning. As a team, we take initiative, own outcomes, and have passion for what we do. With these pillars at the center of what we do, we strive for continuous improvement, excellent partnership and exceptional results. Come be a part of the team that’s revolutionizing the alternative investment industry. 

Job Summary

As an Application Support Engineer (ASE), you'll manage support tickets and related tasks, deliver exceptional support, and demonstrate advanced problem-solving abilities to ensure outstanding customer experience. Responsibilities include triaging incoming tickets, distinguishing between Support and Non-Support tasks, resolving surface-level issues, conducting in-depth analyses to identify root causes, and performing additional support tasks as required by the business. Note — this position requires working from 12 PM to 9 PM local time.

 Additionally, the candidate should have foundational skills in reviewing SQL queries and stored procedures for data report generation and be familiar with business intelligence concepts.

Responsibilities

Technical and Standard Practices

·       Conduct intricate technical troubleshooting, identify root causes, and deliver solutions.

·       Deliver exceptional support, demonstrating problem-solving skills, and ensuring excellent customer service.

·       Regularly triage and swiftly resolve problems for clients.

·       Proactively solve problems independently.

·       Manage support tickets through the JIRA ticketing system, email, or phone submissions.

·       Seek ways to enhance productivity and improve client satisfaction.

·       Exhibit time-management and organizational skills to set reasonable deadlines for issue resolution.

·       Demonstrate soft skills to communicate politely, professionally, and promptly with clients to explain complex issues and solutions.

·       Collaborate with cross-functional team members (Development, Professional Services, Cloud Operations, Customer Success Managers, etc.) to enhance products and services.

Customer Centric Experience/Relations 

·       Deliver top-notch customer experience and service.

·       Proficiently handle multiple daily customer calls, including screen-shares for detailed troubleshooting of reported technical issues at a professional level.

·       Demonstrate professional-level soft skills in communication with customers and internal staff.

·       Take personal responsibility for customer satisfaction in resolving Production client concerns and issues.

Team and Knowledge-Centric Collaboration

·       Create and maintain professional-level internal and customer-facing knowledge articles.

·       Proactively inform leadership to enhance the product, reduce ticket volume, and refine processes as needed.

·       Provide mentorship and training for other Support team members from a technical and process perspective.

·       Adopt a team-oriented approach to collaborate or assist colleagues within the company on technical matters, processes, or product enhancements.

·       Embrace our company's Core Values (Be Open, Be Curious, Be Passionate, Own It) and Rally Cry (One Brand, One Strategy, One Foundation, One Culture).

Requirements

·       Proficiency in conducting in-depth analysis, complex technical troubleshooting, and issue resolution.

·       Strong research skills to advance investigations through written knowledge articles, training videos, and hands-on testing.

·       Effectively communicate problem concepts, replication steps, root cause analysis, and resolutions to both technical and non-technical audiences.

·       Knowledge of Accounting and familiarity with Business Central NAV / CRM is a plus

·       Understanding of Business Intelligence concepts

·       Familiarity with JIRA ticketing systems.

Computer Skills

·       Proficient self-starter capable of working autonomously.

·       Meticulous attention to detail, coupled with strong organizational and coordination abilities.

·       Exceptional customer service expertise.

·       Proficient in written communication and interpersonal interactions.

·       Proficient in utilizing Confluence and Jira ticketing systems.

·       Well-versed in Microsoft Office 365 operations. (Outlook, Teams, Excel, OneDrive, SharePoint, etc.) 

·       Experience using Slack or other message systems. 

Education

·       Bachelor's or higher degree in Accounting, Finance, Business Administration, or a related field

·       Experience in the private equity sector, with a strong emphasis on accounting practices is a plus

What We Offer

• 26 Working days of PTO
• Parental Program
• Daily Practice of English
• Udemy Learning
• Certification Reimbursement
• People Commitee
• Hobby Clubs
• Corporate Events and Teambuildings