Platform Application Support Engineer – Analyst
| Company | iCapital Network |
|---|---|
| Location | Greenwich, CT, USA |
| Salary | $70000 – $75000 |
| Type | Full-Time |
| Degrees | |
| Experience Level | Entry Level/New Grad, Junior |
Requirements
- 0-2 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
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.
Preferred Qualifications
-
No preferred qualifications provided.