Application Support Engineer - Analyst/Associate

iCapital is powering the world’s alternative investment marketplace. Our financial technology platform has transformed how advisors, wealth management firms, asset managers, and banks evaluate and recommend bespoke public and private market strategies for their high-net-worth clients. iCapital services approximately $210 billion in global client assets invested in 1,690 funds, as of November 2024.
iCapital has been named to the Forbes Fintech 50 for six consecutive years (2018 – 2024); a three-time selection by Forbes to its list of Best Startup Employers (2021-2023); and a three-time winner of MMI/Barron’s Solutions Provider award (See link below).

About the Role

iCapital's Doc Center team offers direct client support and is essential for ensuring the reliability and performance of our applications. This role will be at the forefront of incident response, addressing technical issues and providing solutions for both internal teams and external clients. This role involves close collaboration with several internal teams like Product, Business, and Engineering, etc. to troubleshoot issues. By understanding our clients' needs and gathering insights from support interactions, the team contributes to improving overall user experience. This position is ideal for someone who enjoys problem-solving, has an effective communication style, and is eager to make a meaningful impact within a fast-paced environment.

Responsibilities

• Thorough research, reproduction, and troubleshooting efforts to address clients' technical issues.
• Adherence to client-specific Service Level Agreements (SLA).
• Direct communication of ticket status and progress.
• Feedback collection and analysis in collaboration with other departments to enhance user experience.
• Assistance in the development and maintenance of application user manuals and technical documentation.

Qualifications

•  2+ years of experience in technical support, engineering, operations, or a related field
• Strong problem-solving skills
• Effective communication skills for both internal and external communications
• Proficiency with ticketing systems (e.g., FreshService, Jira, and/or ServiceNow)
• Experience with documentation tools (e.g., Confluence)
• Familiar with database management systems (e.g., PostgreSQL, Sybase, and/or SQL Server)
• Able to analyze log files (e.g., with Splunk and/or Sidekiq) and JSON payloads
• Experience in providing support for SaaS applications and Secure File Transfer Protocol (SFTP)
• Familiar with monitoring tools (e.g.,Honeybadger)
• Good understanding of cloud storage solutions, especially AWS S3
• Proficient in English (minimum B2)

Employees in this role will work fully remote. Every department has different needs, and some positions will be designated in-office jobs, based on their function.

Benefits

iCapital offers a comprehensive benefits package that includes a total compensation program consisting of competitive salary, annual performance bonus, and equity for all full-time employees; healthcare with 100% employer-paid health and dental insurance; and generous paid time off (PTO).

For additional information on iCapital  please visit https://www.icapital.com/about-us  Twitter: @icapitalnetwork | LinkedIn: https://www.linkedin.com/company/icapital-network-inc