Associate Technical Support Engineer

Summary

The job is for an Associate Technical Support Engineer at Vestmark's reconciliation/performance team, requiring on-site presence. The role involves providing technical support for clients using their Wealth Management solutions platform, VestmarkONE, and requires significant client contact and coordination with internal teams.

Requirements

• BA or BS degree (BS degree in Finance, Accounting, Management Information Systems, Computer Science or equivalent is a plus)
• Understanding of the Financial Services/Wealth Management Industry and Investments
• Knowledge, understanding and/or interest of enterprise software implementation lifecycle and aptitude for comprehending enterprise software architecture
• Ability to balance and manage multiple, competing priorities
• Collaborative interpersonal skills and ability to work within cross-functional teams
• Self-starter who can display good judgment to plan and accomplish goals in a complex fast-paced environment
• Excellent customer service mentality and skills
• Creative problem-solving and analysis skills
• Ability to handle problem situations quickly, inventively, and resourcefully
• Contribute to the growth and development of our core values: We Before Me, Positive Energy, Knowledge Explorer, and Own It

Responsibilities

• Partner with Vestmark’s performance and/or reconciliation clients to provide timely guidance or technical solutions in a time sensitive environment
• Troubleshoot client questions and issues related (but not limited) to; Account Performance, Reconciliation, Transactions, Corporate Actions, Securities, and configuration settings
• Respond to internal alert monitoring, and proactively notify clients of issues and steps to resolve the issue
• Use business and technical process to proactively manage and conduct analysis, research, and resolution of customer support cases
• Contribute to the production support procedure repository by developing and refining production support procedures
• Contribute to the cross training and onboarding of newer team members, rotation team members and/or interns and coops
• Answer inbound support calls and triage support inquiries; escalate to team lead if case is outside area of understanding
• Proactively manage case communication and resolution activities associated with assigned cases, ensuring all activity is accurately described and described with a reasonable amount of detail
• Collaborate within the organization to provide optimal workflows and solutions for client use cases and issues
• Participate in special projects related to client issues, sponsor changes or issues that may impact multiple clients
• Participate in client meetings as needed

Preferred Qualifications

• Experience/Knowledge of investment systems (e.g. Portfolio Management, Trading, Middle/Back Office Operations)
• Experience with/understanding of FIX
• Project management skills including: Ability to prioritize and manage tasks and identify, escalate, and manage project issues
• Willingness to work extended hours on an as-needed basis
• Knowledge, understanding and/or interest of enterprise software implementation life-cycle and aptitude for comprehending enterprise software architecture is a plus
• Experience, exposure, and familiarity with SQL, Splunk, Big Panda, Dynatrace, App Dynamics, Solarwinds, Salesforce, amongst other tools

Benefits

Not specified in the job description