Application Support Engineer

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 (ASE), 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.

As an ASE, you must demonstrate excellent troubleshooting skills and advanced SQL Server T-SQL database skills, including understanding Join types, Sub-Queries, Functions, Stored Procedures, Optimization, SQL Scripting/Writing skills to debug and resolve SQL code, and other SQL concepts.

Responsibilities
Technical and Standard Practices

• Provide daily customer support for Allvue Systems applications and Business-to-Business integrations.
• Performing complex technical troubleshooting, determining root causes, and providing resolution.
• Work independently and proactively solve problems without being directed by others.
• Developing client solutions based on technical best practices.
• Training customers and staff in troubleshooting techniques, best practices, applications, and programs.
• Handling support tickets via JIRA ticketing system, email, or phone submissions.
• Finding ways to increase productivity and improve client experience and satisfaction.
• Time-management skills and the ability to establish reasonable and attainable deadlines for resolution.

Customer Centric Experience/Relations

• Providing best-in-class 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 when communicating with customers and internal staff.
• Take personal ownership of customer satisfaction in resolving Production client concerns and issues.

Team and Knowledge-Centric Collaboration

• Writing and maintaining 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 the business needs.
• Mentorship and training for other Support team members from a technical and process perspective.
• Team attitude to collaborate or assist teammates or colleagues within the company on technical issues, processes, or product improvements.
• Be All-In with 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
General

• Advanced SQL Server T-SQL skills and database administration experience.
• In-depth understanding of Join types, Sub Queries, Functions, Stored Procedures, Optimization, and other advanced SQL concepts
• SQL Scripting/Writing skills to debug and resolve SQL code.
• Considerable experience with XML/XPath/XSLT technologies is a plus.
• Proficient in performing in-depth analysis, complex technical troubleshooting, and problem resolution.
• Demonstrate strong research skills and gather knowledge to progress investigations through written knowledge articles, training videos, and hands-on testing.
• Effectively communicate problem or issue concepts, steps to replicate, root cause analysis, and resolutions to technical and non-technical audiences.

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.
• Experience with Code Check-in processes and applications such as GIT and ADO.
• Microsoft Office 365 experience and knowledge. (Outlook, Teams, Excel, OneDrive, SharePoint, etc.)
• Experience using Slack or other message systems.

Language Skills

• Fluent English (Speaking, Reading, Writing)

Education/Certifications

• Bachelor's degree in Information Systems/Technology, Computer Science, or a related field in technical engineering.
• 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.