Technical Support Engineer

The 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 broker partners on questions and issues relating to data interfaces, file feeds, automated processes, and custom reporting needs.

Primary Responsibilities

• Provide data analysis, report writing, file management, database auditing and technical support to our Broker clients and partners
• 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 escalate unresolved customer cases that may be product defects or data issues to engineering and product management
• Act as subject matter expert for product and engineering teams on the features available within our system
• 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
• Act as subject matter expert on equity compensation related questions and issues brought to us by our customers (equity compensation industry training will be provided, but prior experience in this field is ideal)

Qualifications

Desired Skills and Experience

• 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 interact with external clients and internal stakeholders
• Strong desire to learn and produce innovative solutions
• Bachelor’s degree or equivalent experience in Mathematics, Engineering, Computer Science, Accounting, or Management Information Systems preferred but not required
• Fluent English Speaker

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

• Understanding of or experience with the 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