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Platform Application Support Engineer – Assistant Vice President
| Company | iCapital Network |
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| Location | Greenwich, CT, USA |
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| Salary | $100000 – $140000 |
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| Type | Full-Time |
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| Degrees | |
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| Experience Level | Senior |
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Requirements
- 5+ 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)
- Experience analyzing 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
- Own the end-to-end process for investor statements and tax documents, from data intake to final delivery, ensuring completeness, accuracy, and timeliness.
- Maintain research, reproduction, and troubleshooting efforts to address clients’ technical issues.
- Adhere to client-specific Service Level Agreements (SLA).
- Ensure direct communication of ticket status and progress.
- Collect and analyze feedback in collaboration with other departments to enhance user experience.
- Assist with the development and maintenance of application user manuals and technical documentation.
Preferred Qualifications
No preferred qualifications provided.
