Application Support Engineer I

About Allvue

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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

We are seeking a highly motivated and technically proficient Application Support Engineer I, with a specialization in Business Intelligence (BI) within the Microsoft Technology stack. The ideal candidate is self-driven and possesses excellent communication skills. Familiarity with MS Dynamics NAV and Business Central, along with experience in the Private Equity sector, is an advantage. The successful candidate will be responsible for providing technical support and troubleshooting for our BI applications and solutions in a dynamic and fast-paced environment.

Note - this position requires working from 12 PM to 9 PM local time.

As an Application Support Engineer 1 (ASE 1), you will manage support tickets and associated tasks, deliver exceptional support, and showcase advanced problem-solving skills and outstanding customer service. ASEs triage incoming tickets, distinguish between Support and Non-Support tasks, troubleshoot and resolve surface-level problems for clients, and conduct high-level, in-depth analysis to determine root causes and resolve tickets.

Responsibilities

Technical and Standard Practices

• Provide daily customer support for Allvue Systems applications.
• Work independently and proactively solve problems without being directed by others.
• Handle support tickets via JIRA ticketing system, email, or phone submissions.
• Provide technical support for BI applications, reporting, databases, and data integration processes, handling complex issues and escalations.
• Diagnose and resolve technical issues involving multiple systems and data sources related to reporting, databases, and data integration processes.
• Perform technical troubleshooting, determine root causes, and provide resolution.
• Manage incident handling : Ensure accurate logging of incidents, proper categorization, and timely resolution of support tickets.
• Collaborate closely with product and engineering teams to resolve issues and enhance the overall user experience.
• Seek ways to increase productivity and improve client experience and satisfaction.
• Conduct root cause analysis to identify recurring issues and implement long-term solutions.
• Train customers and staff in troubleshooting techniques, best practices, applications, and programs.
• Conduct user training sessions to help users effectively utilize BI applications and tools.
• Identify areas for improvement in BI applications and processes and work with development teams to implement enhancements.
• Assist in advanced data extraction, transformation, and loading (ETL) processes to ensure data integrity and accuracy.

Customer Centric Experience / Relations

Team and Knowledge-Centric Collaboration

Requirements

Education / Certifications

What We Offer

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.

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