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Technical Support Engineer
Posted on 8/24/2022
Wakefield, MA, USA
Experience Level
Desired Skills
Customer Service
  • Understanding of the Financial Services/Wealth Management Industry and Investments
  • Ability to balance and manage multiple, competing priorities
  • Collaborative interpersonal skills and ability to work within cross-functional teams
  • Self-starter who can display good judgment to plan and accomplish goals in a complex fast-paced environment
  • Excellent customer service mentality and skills
  • Creative problem-solving and analysis skills
  • Ability to handle problem situations quickly, inventively, and resourcefully
  • Willingness to work extended hours on an as-needed basis
  • Familiarity/experience with Splunk, DPA SolarWinds. App Dynamics are a plus
  • Teamwork - We before me-- Puts needs of the team first and aspires to bring out the best in others; collaborative, empathetic, and humble; values the opinions of others; assists others when needed; participate effectively as a member of a team; balances personal contributions and needs with those of other members of the team to achieve common objectives
  • Knowledge Explorer - Creative problem solver and adapts to challenges at hand using creative collaboration; curious, proactive, and resourceful; able to incorporate other viewpoints as part of the process of developing solutions
  • Positive Energy - Ability to address difficult situations with humor and sense of opportunity; approachable, constructive and engaged
  • Own It - Ability to be accountable for results and follow through to completion
  • Partner with Vestmark's clients to provide timely guidance or technical solutions in a time sensitive environment
  • Define and maintain application alerts using 3rd party tools which monitor the health of client environments
  • Respond to internal alert monitoring, and proactively notify clients of issues and steps to resolve the issue
  • Use business and technical prowess to proactively manage and conduct analysis, research, and resolution of customer support cases
  • Ongoing contributions to the production support procedure repository by developing and refining production support procedures, which contribute to overall team efficiencies
  • Contribute to the cross training and onboarding of newer team members, rotation team members and/or interns and coops
  • Answer inbound support calls and triage support inquiries; escalate to team lead if case is outside area of understanding
  • Proactively manage case communication and resolution activities associated with assigned cases, ensuring all activity is accurately described and described with a reasonable amount of detail
  • Management of client expectations - excellent communication skills are essential
  • Collaborate within the organization to provide optimal workflows and solutions for client use cases and issues
  • Participate in special projects related to client issues, sponsor changes or issues that may impact multiple clients
  • Participate in client meetings as needed
Desired Qualifications
  • Experience/Knowledge of investment systems (e.g. Portfolio Management, Trading, Middle/Back Office Operations)
  • Experience with/understanding of FIX
  • Project management skills including:
  • Knowledge, understanding and/or interest of enterprise software implementation life-cycle and aptitude for comprehending enterprise software architecture is a plus
  • SQL experience or exposure is a plus
  • BA or BS degree (degree in Finance, Economics, Computer Science or equivalent is a plus)

51-200 employees

Vestmark is a provider of wealth management solutions and services.
Company Overview
Vestmark's mission is to enable investors to better their financial well-being. Vestmark does this through delivering technology and services that enable financial institutions and advisors to deliver holistic advice in line with investor objectives.
  • Medical, Dental, and Vision - Vestmark pays 90% of our employees’ medical and dental coverage which are administered through Blue Cross Blue Shield (BCBS) along with Eyemed for vision.
  • Vestmark 100% Paid Benefits - Vestmark is proud to offer maternity and parental leave, Life, Short-Term and Long Term Disability Benefits at no cost to the employee, and Employee Assistance Program and work-life benefits.
  • Generous PTO - Vestmark employees receive between 15 and 25 days per year of paid time off based on years of service in addition to receiving 10 days per year of paid sick leave.
  • Diversity - At Vestmark, we strive to create an inclusive workplace that fosters, embraces and celebrates diversity and fairness. We continue to build a comprehensive culture where all employees are Welcomed, Valued, Respected and Heard.
  • Flexible Spending Account (FSA) - Vestmark employees can contribute annually to health care and dependent care FSAs and participate in our employer-matched HSA program.
  • 401(k) with Employer Matching - Vestmark will match the employee’s 401(k) and ROTH contribution up to 50% of the first 8% per pay period with a two-year vesting component.
  • Company Equity - Vestmark also offers additional compensation in the form of Restricted Stock Units (RSUs). Our RSUs are issued through a vesting and distribution schedule after achieving required milestones.
  • Match Charitable Contributions - Vestmark is very proud of our Charitable Giving Program. We will match up to $250 annually to an approved charity of our employee's choice.
  • Stay Fit - Exercise your mind and your body with our on-site gym located at our Wakefield, MA headquarters. If you can't take advantage of our corporate gym, our Blue Cross Blue Shield plan offers fitness reimbursement.
  • Pet Insurance - Employees may choose to enroll in pet insurance at a discounted rate.
Company Values
  • We Before Me
  • Knowledge Exploration
  • Positive Energy
  • Own IT