Application Support Manager - Assistant Vice President / Vice President (Global Platform)

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 $191 billion in global client assets invested in 1,524 funds, as of May 2024.

iCapital has been named to the Forbes Fintech 50 for seven 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 is looking for a Lead Application Support Engineer to manage our document and data support team across Lisbon and the US. The iCapital document center is a primary tool within our larger application leveraged by large enterprise clients and we are looking for a dynamic leader to oversee our team of skilled support engineers who specialize in solving problems related to this tool.  This team is responsible for ensuring that all technical issues are resolved in a timely and efficient manner. This role centers on backend production support within our document management platform. This role will employ technical troubleshooting expertise, predominantly in SQL and site administration, and collaborate closely with our product development and engineering teams to address and resolve client issues effectively.

Responsibilities

• Analyze and diagnose the root causes of production issues using SQL, coordinating with support, and engineering teams to implement solutions.
• Act as the main point of contact across departments, clients, and external partners to address and resolve data discrepancies.
• Partner with Product Managers to spearhead data projects that enhance existing features or develop new workflows.
• Create tools for exception management and develop metrics and dashboards to monitor data quality and prioritize issue resolution.
• Gain a thorough understanding of our data flows and their business impacts.
• Engage in reverse engineering and debugging to address project challenges.
• Oversee project deliveries and address technical operational issues.
• Design, develop, and maintain advanced SQL scripts and reporting tools.
• Utilize ETL processes to manage data transfers across systems.

Qualifications

• 5-10 years of experience in data/application support or technical support, ideally within an enterprise SaaS environment
• 5+ years of experience in software application management and development
• 3+ years in a leadership role within a technical support team
• Demonstrated ability to perform detailed root cause analysis and work closely with engineers to resolve complex issues
• Strong analytical skills, excellent communication abilities, and proficient relationship management
• Bachelor’s degree in computer science, business analytics, finance, or a related field
• Expertise in navigating and understanding complex technical environments, including explaining these to non-technical stakeholders
• Proven ability to manage client relationships, drive results, and exhibit strong leadership qualities
• Advanced proficiency in SQL and familiarity with database management concepts

Benefits

The base salary range for this role is $140,000 to $180,000.  iCapital offers a compensation package which includes salary, equity for all full-time employees, and an annual performance bonus. Employees also receive a comprehensive benefits package that includes an employer matched retirement plan, generously subsidized healthcare with 100% employer paid dental, vision, telemedicine, and virtual mental health counseling, parental leave, and unlimited paid time off (PTO).

We believe the best ideas and innovation happen when we are together. Employees in this role will work in the office four days, with the flexibility to work remotely one day. Every department has different needs, and some positions will be designated in-office jobs, based on their function.

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

 iCapital is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.