Technical Support Engineer

Magnitude Software - insightsoftware; United States; Remote; USD 65,000 - 81,000; Full time

Job summary

insightsoftware’s Equity Management platforms empower clients with real-time data, enabling accurate reporting and compliance.

The Technical Support Engineer will act as a bridge between support, engineering and product teams, handling data interfaces, file feeds, and reporting needs for corporate clients.

You will analyze data, troubleshoot issues, document solutions, and prioritize items for sprint releases while maintaining strong client communication.

Qualifications

• Fluent English speaker.
• Ability to work US based hours, specifically Pacific Standard Time.
• Proficiency with SQL, FTP, data management, and file interfaces.
• Familiarity with relational databases, including data analysis, reporting, auditing, and updating data via SQL scripting.
• Advanced Excel skills for data analysis.
• Exposure to, or experience with, agile methodologies and environments preferred but not required.
• Salesforce and Jira knowledge a plus.
• Strong work ethic and time management expertise.
• Demonstrated success in collaborative, team-centric environments.
• Well-developed problem-solving skills.
• Bachelor’s degree or equivalent experience in Mathematics, Engineering, Computer Science, Accounting, or MIS preferred but not required.

Responsibilities

• Provide data analysis, report writing, file management, database auditing and technical support
• Monitor daily file feeds for timeliness and accuracy and assist client in troubleshooting any issues
• Learn the various ways our software meets the accounting, legal, tax and other regulatory requirements of our customers and assist them in the use of and proper set up of those features
• Test, Document, and elevate unresolved customer cases that may be product defects or data issues to engineering and product management
• Work closely with product and services teams on prioritizing items for each sprint release
• Assist in responding to direct customer inquiries during peak volume
• Prioritize and manage customer cases via Salesforce case tracking system
• Document knowledgebase solutions for internal and possible external use

Skills

Fluent English

US PST hours

SQL

Data management

File interfaces

Relational databases

Advanced Excel

Agile methodologies

Salesforce & Jira knowledge

Team collaboration

Problem solving

Education

Bachelor’s degree or equivalent in Mathematics, Engineering, Computer Science, Accounting, or MIS

Tools

Salesforce

Jira

FTP

Job description

About Us:

insightsoftware is a global provider of reporting, analytics, and performance management solutions that unlock the potential of business data and transform the way finance and data teams operate. We empower leaders from over 32,000 organizations to make timely and intelligent decisions. Our comprehensive solutions span Financial Planning and Analysis (FP&A), Controllership, and Data and Analytics. We deliver finance teams the insights required to navigate any economic climate and drive greater financial intelligence, while increasing productivity, visibility, accuracy, and compliance. Learn more at insightsoftware.com.

Job Description:

insightsoftware’s Equity Management platforms have redefined the way companies manage and report on equity compensation and revolutionized the way financial disclosures are done. Our software provides controlled access to real time data for use by Brokers, Transfer Agents, Corporate Employees, Auditors, Corporate Tax, Accounting, Treasury, Finance, Payroll, Legal and HR representatives.

T he Technical Support Engineer is critical to the long-term satisfaction and retention of our corporate and broker clients . In this role you will be a point of contact interacting with insightsoftware Engineering and Product teams, responsible for reporting product defects on behalf of the support and services teams and our corporate clients . You will work collaboratively across those teams to prioritize features for inclusion in each product update and act as a subject matter expert for our engineers . You will also work with our corporate clients on questions and issues relating to data interfaces, file feeds, automated processes, and reporting needs.

Primary Responsibilities

• Provide data analysis, report writing, file management, database auditing and technical support
• Monitor daily file feeds for timeliness and accuracy and assist client in troubleshooting any issues
• Learn the various ways our software meets the accounting, legal, tax and other regulatory requirements of our customers and assist them in the use of and proper set up of those features
• Test, Document, and elevate unresolved customer cases that may be product defects or data issues to engineering and product management
• Work closely with product and services teams on prioritizing items for each sprint release
• Assist in responding to direct customer inquiries during peak volume
• Prioritize and manage customer cases via Salesforce case tracking system
• Document knowledgebase solutions for internal and possible external use

Required Skills and Experience

• Fluent English speaker
• Ability to work US based hours, specifically Pacific Standard Time
• Proficiency and experience with SQL, FTP, data management, file interfaces
• Familiarity with relational databases , including data analysis, report writing, auditing, and updating data via SQL scripting
• Advanced Excel skills, including formulas and functions for data analysis is strongly desired
• Exposure to, or experience with, agile methodologies and environments preferred but not required
• Salesforce and Jira application knowledge a plus
• Strong work ethic and time management expertise
• Demonstrated success working in highly collaborative, team-centric environments
• Well-developed problem-solving skills
• Excellent written, phone, and conversation management skills needed to i nteract with external clients and internal stakeholders
• Bachelor’s degree or equivalent experience in Mathematics, Engineering, Computer Science, Accounting, or Management Information Systemspreferredbut not required

Preference will be given to candidates with the following specific skills/experience:

• Understanding of or experience with US based executive compensation, stock plan, and ESPP industries , including but not limited to software support, administrative support, consulting, or professional services
• Knowledge of finance and accounting principles, specifically ASC 718 (Accounting for Stock Based Compensation) as published by the Financial Accounting Standards Board (FASB)
• Certified Equity Professional designation

The salary range in United States of America for this position is 65,000.00 to 81,000.00 USD Annual.

For sales roles, this range includes the commission target. For non-sales roles, this is a base salary only range; additional bonus eligibility may apply.

Your specific offer within this range will be determined by your skills, experience, and qualifications.

We are committed to pay transparency and fair compensation practices. If you have questions about our compensation approach, please don't hesitate to ask during the interview process.

Additional Information

All your information will be kept confidential according to EEO guidelines.

Learn more about our high-energy, high-performance global team: Work With Us

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Background checks are required for employment with insightsoftware, where permitted by country, state/province.

At insightsoftware, we are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We are proud to be an equal opportunity workplace.