Application Support Engineer l

About Allvue

Allvue Systems is the leading provider of software solutions for the Private Capital and Credit markets. We help eliminate the boundaries between systems, information, and people. We're looking for ambitious, smart, and creative individuals to join our team and help our clients achieve their goals.

Working at Allvue Systems means working with pioneers in the fintech industry. Our efforts are powered by innovative thinking and a desire to build adaptable financial software solutions. We want all team members to be open, accessible, curious and always learning. As a team, we take initiative, own outcomes, and have passion for what we do.

About the Role

As an Application Support Engineer 1 (ASE 1), you will take ownership of support tickets and provide exceptional support while demonstrating high-level problem-solving skills and excellent customer experience. You will triage incoming tickets, distinguish Support work from Non-Support work, troubleshoot and resolve surface-level problems, and perform in-depth analysis to determine root causes.

Note: This position requires a commitment to a dedicated night shift, either 9 PM to 6 AM or 10 PM to 7 AM local time, based on business requirements.

Responsibilities

Technical and Standard Practices

• Conduct technical troubleshooting, identify root causes, and deliver solutions
• Deliver exceptional support, demonstrating problem-solving skills and ensuring excellent customer service
• Regularly triage and swiftly resolve problems for clients
• Proactively solve problems independently
• Manage support tickets through the JIRA ticketing system, email, or phone submissions
• Seek ways to enhance productivity and improve client satisfaction
• Exhibit time-management and organizational skills to set reasonable deadlines for issue resolution
• Demonstrate soft skills to communicate politely, professionally, and promptly with clients to explain complex issues and solutions
• Collaborate with cross-functional team members (Development, Professional Services, Cloud Operations, Customer Success Managers, etc.) to enhance products and services

Customer Centric Experience and Relations

• Deliver top-notch customer experience and service
• Proficiency and willingness to handle multiple daily customer calls involving screen-shares to collect details and troubleshoot technical problems at a professional and technical level
• Practice professional-level soft skills in communication with customers and internal staff
• Take personal ownership for customer satisfaction in resolving Production client concerns and issues

Team and Knowledge-Centric Collaboration

• Write and maintain professional-level internal and customer-facing knowledge articles
• Take the initiative to inform leadership to proactively improve the product, reduce ticket volume, and refine processes as business needs evolve
• Team attitude to collaborate or assist teammates or colleagues within the company on technical issues, processes, or product improvements
• Embrace our company's Core Values (Be Open, Be Curious, Be Passionate, Own It) and Rally Cry (One Brand, One Strategy, One Foundation, One Culture)

Requirements

Technical Skills

• Proficiency in conducting in-depth analysis, complex technical troubleshooting, and issue resolution
• Strong hands-on experience in ETL and Data Warehousing
• Strong research skills to advance investigations through written knowledge articles, training videos, and hands-on testing
• Understanding of Business Intelligence concepts
• Foundational skills in reviewing SQL queries and stored procedures for data report generation
• Familiarity with JIRA ticketing systems
• Experience with Confluence and Jira ticketing systems
• Microsoft Office 365 experience and knowledge (Outlook, Teams, Excel, OneDrive, SharePoint, etc.)
• Experience using Slack or other message systems

Knowledge and Experience

• Knowledge of Accounting and familiarity with Business Central NAV / CRM is a plus
• Experience in the Private Equity sector is a plus

Personal and Soft Skills

• Self-starter who can work independently
• Detail-oriented, with solid organization and coordination skills
• Excellent customer service, knowledge, and skills
• Professional written and interpersonal skills
• Effectively communicate problem concepts, replication steps, root cause analysis, and resolutions to both technical and non-technical audiences

Education and Certifications

• Bachelor's or higher degree in Accounting, Finance, Business Administration, Computer Science, Engineering, or a related field
• Fluent in both spoken and written English

What We Offer

• Health Coverage options along with other voluntary benefits
• Enterprise Udemy membership with access to thousands of personal and professional development courses
• Competitive pay and year-end bonus potential
• Charitable Donation matching, along with Volunteer opportunities
• Numerous team building activities to promote collaboration in a fun and fast-paced work environment

Equal Employment Opportunity

Allvue Systems provides equal employment opportunities (EEO) for all employees and applicants for employment. We recognize the real value of bringing people together from diverse backgrounds, experiences and perspectives — we don't just accept difference, we celebrate and support it.

We are committed to advancing these efforts through our strategies to hire, promote, create and support a diverse and inclusive environment throughout our workforce and workplace. It is our policy to prohibit discrimination and harassment of any type without regard to race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.

In addition, Allvue will provide reasonable accommodations for qualified individuals with disabilities.