Application Support Engineer 1

Why Allvue

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. Define your own future with Allvue Systems! 

The Opportunity

As an Application Support Engineer 1 (ASE 1), you will be charged with taking ownership of support tickets and related work and providing exceptional support while demonstrating high-level problem-solving skills and excellent customer experience. ASEs regularly triage incoming tickets, promptly distinguish Support work from Non-Support work, and troubleshoot and resolve surface-level problems for clients. ASEs also perform regular high-level, in-depth analysis and problem-solving to determine root causes, resolve tickets, and provide additional support tasks as needed by the business.

The ideal candidate is self-motivated with excellent communication skills, specializing in Investment Accounting, and basic accounting concepts is an advantage. Experience in the Private Capital and Credit markets along with an understanding of financial concepts and industry practices. 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.

Note - this position requires working from 3PM to 12AM local time.

What You'll Do

Technical and Standard Practices

• Conduct 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 

• Providing best-in-class customer experience/service.

• Proficiency and willingness to handle multiple daily customer calls involving screen-shares to collect details and troubleshoot technical problems at a professional and technical level.

• Practice professional-level soft skills when communicating with customers and internal staff. 

• Take personal ownership of customer satisfaction in resolving Production client concerns and issues.

Team and Knowledge-Centric Collaboration

• Write and maintain professional-level internal and customer-facing knowledge articles.

• Take the initiative to inform leadership to proactively improve the product, reduce ticket volume, and refine processes as business needs.

• Team attitude to collaborate or assist teammates or colleagues within the company on technical issues, processes, or product improvements. 
• Be All-In with our company's Core Values (Be Open, Be Curious, Be Passionate, Own It) and Rally Cry (One Brand, One Strategy, One Foundation, One Culture).

What You'll Bring

• Demonstrate strong research skills and gather knowledge to progress investigations through written knowledge articles, training videos, and hands-on testing.

• Effectively communicate problem or issue concepts, steps to replicate, root cause analysis, and resolutions to technical and non-technical audiences.

• Experience with tools such as Postman for API testing and integration troubleshooting.

• Experience in finance, customer service, or a related field preferred

• Familiarity with financial and accounting terminology, such as portfolio valuations, cash flow analysis, loan structures, and NAV reporting.

• Familiarity with financial systems and integrations, such as Markit, SS&C, and Investran.

Personal, Computer, and Soft Skills

• Self-starter who can work independently.

• Detail-oriented, with solid organization and coordination skills.

• Excellent customer service, knowledge, and skills.

• Professional written and interpersonal skills.

• Experience with Confluence and Jira ticketing systems.

• Microsoft Office 365 experience and knowledge. (Outlook, Teams, Excel, OneDrive, SharePoint, etc.)

• Experience using Slack or other message systems.

Experience

• Experience in the private credit market, with a strong emphasis on accounting practices is a plus

Language Skills

• Fluent English (Speaking, Reading, Writing)

Education/Certifications

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

EEOC Statement

Allvue Systems provides equal employment opportunities (EEO) for all employees and applicants for employment. We recognize the real value of bringing people together from diverse backgrounds, experiences and perspectives - we don’t just accept difference, we celebrate and support it. We are committed to advancing these efforts through our strategies to hire, promote, create and support a diverse and inclusive environment throughout our workforce and workplace. It is our policy to prohibit discrimination and harassment of any type without regard to race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law. In addition,  Allvue will provide reasonable accommodations for qualified individuals with disabilities.