Client Support Engineer

Versana LLC.; New York (NY); On-site; USD 70,000 - 110,000; Full time

Job summary

Versana LLC. is seeking a Client Support Engineer to serve as the main contact for issue resolution and to engage with top-tier clients.

You will relay feedback to product and technology teams to drive development, and you will participate in maintaining solid processes from monitoring production issues to delivering a best-in-class client experience. The role requires hands-on technical support experience, knowledge of financial products, SQL queries, RESTful APIs, and excellent communication.

Qualifications

• 2-5 years of hands-on technical client support with a track record of exemplary customer service.
• Knowledge of financial products or experience in a fintech company.
• Knowledge of relational databases and ability to write basic SQL queries.
• Understanding of SDLC.
• Knowledge of object-oriented programming.
• Familiarity with RESTful APIs.
• Experience with ticketing systems and support workflows.
• Willingness, flexibility and commitment required to thrive in a startup environment.
• Ability to work effectively in a team setting and be a hands-on team member.
• Strong multi-tasking skills to manage cross-functional responsibilities.
• Strong verbal and written communication.

Responsibilities

• Maintain subject matter expertise in syndicated loans and our platform.
• Troubleshoot complex issues that span multiple technologies.
• Own and manage client issues throughout its support lifecycle.
• Collaborate with internal teams to resolve client issues.
• Synthesize client feedback and clearly communicate to internal teams.
• Proactively monitor production platform to identify and manage potential platform issues.

Skills

Technical support

SQL

RESTful APIs

OOP

Databases

SDLC

Customer service

Team collaboration

Multi-tasking

Communication

Tools

Ticketing systems

CRM

LoanIQ

Job description

About Us:

Versana is an industry-backed data and technology company on a mission to transform the syndicated loan market. By digitally capturing agent banks’ data on a real-time basis, Versana provides unprecedented transparency into loan level details and portfolio positions, bringing efficiency and velocity to the entire market. Through our centralized platform, participants can rest assured they are accessing the loan market’s most credible source of deal information. With the support of our investors, Versana is fast becoming the technology of choice to usher in the modernization of the syndicated loan market.

About You:

Versana is looking for an independent, results-driven problem solver who loves working with clients. The Client Support Engineer will play an important role in our client engagement process as the main point of contact for issue resolution. You will represent the company while directly interacting with our top-tier clients and relaying their feedback to our product and technology teams to drive our development efforts. You are a team player who thinks outside the box and commits to solid processes, from monitoring production issues to delivering a best-in-class client experience.

Key Responsibilities

• Maintain subject matter expertise in syndicated loans and our platform.


• Troubleshoot complex issues that span multiple technologies.


• Own and manage client issues throughout its support lifecycle.


• Collaborate with internal teams to resolve client issues.


• Synthesize client feedback and clearly communicate to internal teams.


• Proactively monitor production platform to identify and manage potential platform issues.

Must Have:

• 2-5 years of hands-on technical client support with a track record of exemplary customer service.


• Knowledge of financial products or experience in a fintech company.


• Knowledge of relational databases, ability to write basic SQL queries.


• Understanding of SDLC.


• Knowledge of Object-oriented programming.


• Familiarity with Restful APIs.


• Experience with ticketing systems and support workflows.


• Willingness, flexibility and commitment required to thrive in a startup environment.


• Ability to work effectively in a team setting and be a hands-on team member.


• Strong multi-tasking skills to manage cross-functional responsibilities.


• Strong verbal and written communication.

Nice to Have:

• Experience with syndicated loans.


• Knowledge of Loan IQ.


• Knowledge of Institutional Lending.


• Exposure to capital markets.

$70,000 - $110,000 a year

Equal Opportunity Employer

We are committed to providing equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.