SRE Support Engineer - 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 $187 billion in global client assets invested in 1,504 funds, as of April 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 seeking a highly motivated SRE Support Engineer to join our team. This role will be responsible for daily management, responding and troubleshooting of system alerts for a large and dynamic application that supports alternate investments, structured investments and annuities web platform. This individual will be responsible for ensuring that all technical issues are resolved in a timely and efficient manner. This includes responding to requests, and keeping the stake holders informed of updates at a regular interval. The SRE Support Engineer will initially triage the alert and escalate internally to a secondary software development staff as needed. This may require collaboration with members of other engineering teams to help resolve the issue. This role also requires communication with several different internal teams outside the engineering organization.  

Responsibilities  

• Respond in a timely manner to alerts and maintain updates during troubleshooting.  

• Engage in the initial triage of support requests and either resolving or escalating to the appropriate secondary support team.  

• Maintain accurate records of troubleshooting steps and document knowledge base articles in the CRM.  

• Communicate with various team on new technical issues and explaining resolutions.  

• Utilize a variety of technical tools for troubleshooting for API, database, and data retrieval.  

• Optimize the system performance, identify bottleneck and categorize issues for automation 

• Build dashboards to collect system metrics for tracking and reporting on system reliability and performance. 

• Help the support team streamline processes and develop new methods for issue tracking.  

• Take initiative on assigned support requests and collaborating with engineers from multiple teams to problem solve.  

Qualifications  

• Bachelor’s degree in computer science, information technology, or related field  

• 3+ years of experience in an SRE role with client-facing responsibilities with at least 1 year of AWS experience. 

• Experience managing monitoring tools such as Prometheus/Grafana, CloudWatch, Splunk, NewRelic and ELK in the cloud. 

• Strong technical background, with experience in troubleshooting and resolving technical issues  

• Excellent communication skills, with the ability to communicate with technical and non-technical stakeholders 

• Strong problem-solving skills, with the ability to think creatively and strategically 

• Able to work in a fast-paced, dynamic environment.  

• Experience working with APIs and databases, with a strong understanding of how to utilize them to resolve technical issues  

• Familiar with various programming languages and frameworks; python and bash scripting preferred. 

• Able to troubleshoot and resolve issues related to database connectivity, API integration, and data retrieval  

Benefits 

The base salary range for this role is $100,000 to $130,000.  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 Monday-Thursday, with the flexibility to work remotely on Friday.

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.