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Full-Time

Brokerage Support Engineer

Posted on 7/22/2024

Truist

Truist

501-1,000 employees

Platform for Registered Investment Advisors' operations

Fintech
Financial Services

Compensation Overview

$68k - $90kAnnually

Mid

Los Angeles, CA, USA

Category
Customer Support
Customer Success & Support
Required Skills
Communications
Salesforce
AWS
Requirements
  • 2+ years of prior experience working at a tech, fintech, banking, or broker-dealer.
  • Proven expertise in incident management, including prioritization, escalation, and resolution.
  • Excellent data analysis and problem-solving skills with the ability to work under pressure.
  • Detail-oriented with a strong ability to collaborate across teams to solve complex problems.
  • Quick learner with proficiency in adapting to new technologies, including tools like GraphQL for extracting necessary information.
  • Experience with Datadog, SQL, JavaScript frameworks, Snowflake, and AWS.
  • Ability to work Pacific hours from 11 am to 8 pm.
  • Excellent troubleshooting skills.
  • Hands-on experience working with Elastic, Salesforce, Tableau, Kibana, JIRA, Confluence, Retool, and Monitoring software.
  • Affinity for a fast-paced, early-stage environment.
  • Excellent verbal and written communication skills, skilled in documenting troubleshooting steps and creating knowledge base articles.
Responsibilities
  • Work closely with the Head of Brokerage Support, as well as product and business teams.
  • Manage and prioritize daily support tickets, working closely with CS, Compliance, and PDE teams to address issues efficiently.
  • Provide a second level of support for all brokerage-related production issues.
  • Act as the first point of contact for Client Success, Operations, and Compliance for any brokerage-related production issues that require further investigation.
  • Perform initial technical troubleshooting, routing tickets to relevant engineering teams that can’t be resolved within the brokerage support group.
  • Identify and resolve the root causes of issues, creating comprehensive documentation and escalating to Product Managers when required.
  • Analyze complex problems spanning multiple user personas and workflows.
  • Collect and analyze data to help the Product Team make informed roadmap decisions and suggest long-term solutions to mitigate recurring support issues.
  • Focus on analyzing Java and SQL queries.
  • Work on complex calculations to produce performance reporting in a consistent and accurate manner.
  • Partner with CS and Product Managers to expand the Altruist knowledge base, including writing help center articles and developing new training materials.
  • Act as the main point person for issues raised across multiple workstreams (Slack, Jira).
  • Lead initiatives to reduce overall support ticket volume (e.g., working as intended tickets).
  • Contribute content to our knowledge base to broaden its coverage.
  • Support PMs with training and launch materials (e.g., launch decks).

Truist offers a platform for Registered Investment Advisors (RIAs) to improve their operations and client services. Its features include live chat support, commission-free fractional share trading, a model marketplace, and an automated rebalancer, which help RIAs manage their businesses more efficiently and serve more clients at lower costs. Unlike competitors, Truist provides these services for free, monetizing through a vertically-integrated custodian service that reduces overhead costs for RIAs. The goal is to empower RIAs to grow their businesses and enhance client experiences.

Company Stage

Series E

Total Funding

$437.2M

Headquarters

Culver City, California

Founded

N/A

Growth & Insights
Headcount

6 month growth

8%

1 year growth

22%

2 year growth

48%
Simplify Jobs

Simplify's Take

What believers are saying

  • The recent $169M Series E funding round indicates strong investor confidence and provides substantial capital for further innovation and expansion.
  • Collaborations with leading providers like Orion Advisor Solutions and Kwanti enhance Altruist's platform capabilities, making it more attractive to RIAs.
  • Acquiring Shareholders Service Group expands Altruist's service offerings and client base, positioning it to compete with industry giants like Schwab and Fidelity.

What critics are saying

  • The competitive landscape in the RIA market includes established players like Schwab and Fidelity, which could challenge Altruist's growth and market penetration.
  • Rapid expansion and multiple integrations may lead to operational complexities and potential service disruptions.

What makes Truist unique

  • Altruist offers a simplified tech stack specifically designed for RIAs, unlike broader financial platforms that cater to multiple financial service providers.
  • Their commission-free fractional share trading and automated rebalancer features provide cost-effective solutions that are not commonly bundled together in competing platforms.
  • The vertically-integrated custodian service allows Altruist to streamline operations and reduce overhead costs for RIAs, setting it apart from traditional custodial services.
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