Platform Application Support Engineer, Analyst

ZipRecruiter; London; On-site; USD 70,000 - 75,000; Full time

Job summary

A leading financial technology company is seeking a Technical Support Specialist to join their Doc Center team. The role focuses on incident response and troubleshooting technical issues, requiring strong problem-solving and communication skills. The ideal candidate will collaborate with internal teams to enhance user experience and support SaaS applications. This position offers a competitive salary and a comprehensive benefits package, including unlimited PTO and a matched retirement plan.

Benefits

Matched Retirement Plan

Subsidized Healthcare

Parental Leave

Unlimited PTO

Qualifications

• 0-2 years of experience in technical support or related fields.
• Proficiency with ticketing systems and documentation tools.

Responsibilities

• Research and troubleshoot clients' technical issues.
• Communicate ticket status and progress effectively.

Skills

Problem-Solving

Communication

Tools

FreshService

Jira

ServiceNow

Confluence

PostgreSQL

Sybase

SQL Server

Splunk

Sidekiq

AWS S3

Job description

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. As of January 2024, iCapital services approximately $218 billion in global client assets invested in 1,760 funds.

iCapital has been recognized on the Forbes Fintech 50 list for seven consecutive years (2018-2024), named among Forbes' Best Startup Employers (2021-2023), and has received the MMI/Barron's Solutions Provider award four times.

About the Role

The iCapital Doc Center team provides direct client support, crucial for ensuring the reliability and performance of our applications. This role involves incident response, troubleshooting technical issues, and collaborating with internal teams such as Product, Business, and Engineering to resolve issues. The position is ideal for someone who enjoys problem-solving, has strong communication skills, and wants to make a meaningful impact in a fast-paced environment.

Responsibilities

1. Research, reproduce, and troubleshoot clients' technical issues thoroughly.
2. Adhere to client-specific Service Level Agreements (SLAs).
3. Communicate ticket status and progress effectively.
4. Collect and analyze feedback to improve user experience in collaboration with other departments.
5. Assist in developing and maintaining application user manuals and technical documentation.

Qualifications

1. 0-2 years of experience in technical support, engineering, operations, or related fields.
2. Strong problem-solving skills.
3. Effective communication skills for internal and external interactions.
4. Proficiency with ticketing systems (e.g., FreshService, Jira, ServiceNow).
5. Experience with documentation tools (e.g., Confluence).
6. Knowledge of database management systems (e.g., PostgreSQL, Sybase, SQL Server).
7. Ability to analyze log files (e.g., Splunk, Sidekiq) and JSON payloads.
8. Experience supporting SaaS applications and SFTP.
9. Familiarity with monitoring tools (e.g., Honeybadger).
10. Understanding of cloud storage solutions, especially AWS S3.

Benefits

The base salary range for this role is $70,000 to $75,000. iCapital offers a comprehensive compensation package including salary, equity, and an annual performance bonus. Benefits include a matched retirement plan, subsidized healthcare (dental, vision, telemedicine, mental health counseling), parental leave, and unlimited PTO.

Employees work in-office Monday-Thursday with remote work on Fridays. For more information, visit https://www.icapitalnetwork.com/about. Follow us on Twitter @icapitalnetwork and LinkedIn at https://www.linkedin.com/company/icapital.

iCapital is an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based on protected characteristics.