Application Support Engineer l

Allvue Systems, LLC; Coral Gables (FL); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Health Coverage

Udemy membership

401K with company match

Year-end bonus potential

Flexible PTO

Charitable donation matching

Team building activities

Job summary

Allvue Systems, LLC is seeking an Application Support Engineer 1 (ASE 1) to own support tickets, triage requests, and provide exceptional service while diagnosing surface-level issues and escalating when needed. You will work with cross-functional teams to ensure timely resolutions and a strong customer experience.

You will also leverage AI-powered tools, contribute to knowledge bases, and help improve support processes as part of a collaborative, client-focused environment.

Qualifications

• Ability to conduct in-depth analysis and troubleshoot complex workflows.
• Experience with ETL and Data Warehousing concepts.
• Ability to create and maintain knowledge articles and training materials.
• Proficiency with AI tools to support research, troubleshooting, and documentation.

Responsibilities

• Troubleshoot and resolve surface-level client issues and triage tickets.
• Manage support tickets via JIRA, email, or phone.
• Collaborate with cross-functional teams to improve products and services.
• Produce knowledge articles and contribute to internal and customer-facing documentation.

Skills

Technical troubleshooting

Data warehousing

Research & documentation

AI tooling usage

Communication skills

Education

Bachelor's degree or higher in a related field

Tools

JIRA

Confluence

Microsoft 365 (Outlook, Teams, Excel)

Slack

SharePoint

Job description

About Allvue

We are Allvue Systems, the leading provider of software solutions for the Private Capital and Credit markets. Whether a client wants an end-to-end technology suite, or independently focused modules, Allvue helps 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 that help our clients achieve even more. With our common goals of growth and innovation, whether you’re collaborating on a cutting-edge project or connecting over shared interests at an office happy hour, the passion is contagious. We want all of our 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. With these pillars at the center of what we do, we strive for continuous improvement, excellent partnership and exceptional results. Come be a part of the team that’s revolutionizing the alternative investment industry. Define your own future with Allvue Systems!

Job Summary

As an Application Support Engineer 1 (ASE 1), you will be charged with taking ownership of support tickets and related work and providing exceptional support while demonstrating high-level problem-solving skills and excellent customer experience. ASEs regularly triage incoming tickets, promptly distinguish Support work from Non-Support work, and troubleshoot and resolve surface-level problems for clients. ASEs also perform regular high-level, in-depth analysis and problem-solving to determine root causes, resolve tickets, and provide additional support tasks as needed by the business.

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.
• 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.
• Leverage available AI-powered tools to support troubleshooting, research, documentation, and customer communications, while validating AI-generated information for accuracy and appropriateness.
• 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/Relations

• Deliver top-notch customer experience / 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.
• 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

• 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.
• Ability to effectively use generative AI tools to support research, troubleshooting, problem-solving, documentation, and day-to-day productivity.
• Ability to critically evaluate and validate AI-generated information for accuracy, relevance, and appropriateness before applying or communicating outputs.
• Ability to learn and effectively apply new AI-powered tools and technologies within established workflows and business practices.
• Effectively communicate problem concepts, replication steps, root cause analysis, and resolutions to both technical and non-technical audiences.
• Knowledge of Accounting and familiarity with Business Central NAV / CRM is a plus.
• Understanding of Business Intelligence concepts.
• Familiarity with JIRA ticketing systems.

Personal, Computer, 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.
• 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.

Experience

• Experience with AI-powered tools is preferred but not required. Demonstrated curiosity and willingness to incorporate AI into daily workflows is expected.

Language Skills

• Fluent English (Speaking, Reading, Writing)

Education/Certifications

• Bachelor's or higher degree in Accounting, Finance, Business Administration, Computer Science, Engineering, or a related field
• Education or experience in SQL Scripting/Writing skills to debug and resolve SQL code.
• Desired: 2+ years of experience using high-level troubleshooting skills involving an in-depth investigation into software workflows, processes, integrations, high-level SQL-Code investigation skills using Joins and Queries, and other code logic.

What We Offer

• Health Coverage options along with other voluntary benefits
• Enterprise Udemy membership with access to thousands of personal and professional development courses
• 401K with Company match up to 4% or Employee Pension plan
• Competitive pay and year-end bonus potential
• Flexible PTO
• Charitable Donation matching, along with Volunteer and Voting PTO
• Numerous team building activities to promote collaboration in a fun and fast-paced work environment

EEOC Statement

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.