Platform Application Support Engineer, Analyst

iCapital is powering the world’s alternative investment marketplace. Our financial technology platform has transformed how advisors, wealth management firms, asset managers, and banks evaluate and recommend bespoke public and private market strategies for their high-net-worth clients. iCapital services, approximately $218 billion in global client assets invested in 1,760 funds, as of January 2024.

iCapital has been named to the Forbes Fintech 50 for seven consecutive years (2018-2024); a three-time selection by Forbes to its list of Best Startup Employers (2021-2023); and a four-time winner of MMI/Barron’s Solutions Provider award (See link below). 

About the Role

iCapital's Doc Center team offers direct client support and is essential for ensuring the reliability and performance of our applications. This role will be at the forefront of incident response, addressing technical issues and providing solutions for both internal teams and external clients. This role involves close collaboration with several internal teams like Product, Business, and Engineering, etc. to troubleshoot issues. By understanding our clients' needs and gathering insights from support interactions, the team contributes to improving overall user experience. This position is ideal for someone who enjoys problem-solving, has an effective communication style, and is eager to make a meaningful impact within a fast-paced environment.

Responsibilities

• Thorough research, reproduction, and troubleshooting efforts to address clients' technical issues.
• Adherence to client-specific Service Level Agreements (SLA).
• Direct communication of ticket status and progress.
• Feedback collection and analysis in collaboration with other departments to enhance user experience.
• Assistance in the development and maintenance of application user manuals and technical documentation.

Qualifications

• 0-2 years of experience in technical support, engineering, operations, or a related field
• Strong problem-solving skills
• Effective communication skills for both internal and external communications
• Proficiency with ticketing systems (e.g., FreshService, Jira, and/or ServiceNow)
• Experience with documentation tools (e.g., Confluence)
• Familiar with database management systems (e.g., PostgreSQL, Sybase, and/or SQL Server)
• Able to analyze log files (e.g., with Splunk and/or Sidekiq) and JSON payloads
• Experience in providing support for SaaS applications and Secure File Transfer Protocol (SFTP)
• Familiar with monitoring tools (e.g.,Honeybadger)
• Good understanding of cloud storage solutions, especially AWS S3

Benefits

The base salary range for this role is $ 70,000 to $ 75,000.  iCapital offers a compensation package which includes salary, equity for all full-time employees, and an annual performance bonus. Employees also receive a comprehensive benefits package that includes an employer matched retirement plan, generously subsidized healthcare with 100% employer paid dental, vision, telemedicine, and virtual mental health counseling, parental leave, and unlimited paid time off (PTO).

We believe the best ideas and innovation happen when we are together. Employees in this role will work in the office Monday-Thursday, with the flexibility to work remotely on Friday.

For additional information on iCapital, please visit https://www.icapitalnetwork.com/about-us  Twitter: @icapitalnetwork | LinkedIn: https://www.linkedin.com/company/icapital-network-inc | Awards Disclaimer: https://www.icapitalnetwork.com/about-us/recognition/

iCapital is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.