Application Support Engineer l

Overview

Allvue Systems is the leading provider of software solutions for the Private Capital and Credit markets. We’re looking for ambitious, smart, and creative individuals to join our team and help our clients achieve their goals. Working at Allvue means collaborating with pioneers in fintech to build adaptable financial software solutions and to continually improve through innovation and partnership. We strive for excellence, openness, curiosity, and ownership in all we do.

Join us to help revolutionize the alternative investment industry and define your future with Allvue Systems.

As an Application Support Engineer (ASE), you will take ownership of support tickets and related work, delivering exceptional support while demonstrating strong problem-solving skills and a high level of customer experience. ASEs triage incoming tickets, distinguish between Support work and Non-Support work, and troubleshoot and resolve surface-level problems for clients. They also perform regular high-level analysis to determine root causes, resolve tickets, and provide additional support tasks as needed by the business.

• Provide daily customer support for Allvue Systems applications and business-to-business integrations.
• Perform complex technical troubleshooting, determine root causes, and provide resolutions.
• Work independently and proactively solve problems without direction.
• Develop client solutions based on technical best practices.
• Train customers and staff in troubleshooting techniques, best practices, applications, and programs.
• Handle support tickets via JIRA, email, or phone submissions.
• Find ways to increase productivity and improve client experience and satisfaction.
• Manage time effectively and establish reasonable deadlines for resolution.

• Provide best-in-class customer experience/service.
• Handle multiple daily customer calls involving screen-shares to collect details and troubleshoot problems at a professional level.
• Demonstrate professional-level soft skills when communicating with customers and internal staff.
• Take personal ownership of customer satisfaction in resolving Production client concerns and issues.

• Write and maintain professional-level internal and customer-facing knowledge articles.
• Proactively inform leadership to improve the product, reduce ticket volume, and refine processes.
• Mentor and train other Support team members from technical and process perspectives.
• Collaborate with colleagues on technical issues, processes, or product improvements.
• Live the company core values:
  Be Open, Be Curious, Be Passionate, Own It (One Brand, One Strategy, One Foundation, One Culture).

• Advanced SQL Server T-SQL skills and database administration experience.
• Deep understanding of join types, subqueries, functions, stored procedures, optimization, and other SQL concepts; SQL scripting/writing to debug and resolve SQL code.
• Experience with XML/XPath/XSLT is a plus.
• Proven ability to perform in-depth analysis, technical troubleshooting, and problem resolution.
• Strong research skills and ability to create knowledge articles, training materials, and conduct hands-on testing.
• Effective communication of problem concepts, steps to reproduce, root cause analysis, and resolutions to technical and non-technical audiences.

• Self-starter who can work independently.
• Detail-oriented with strong organization and coordination skills.
• Excellent customer service knowledge and skills.
• Professional written and interpersonal communication skills.
• Experience with Confluence and Jira.
• Experience with Git and Azure Dev Ops (ADO) or similar code check-in processes.
• Microsoft Office 365 proficiency (Outlook, Teams, Excel, One Drive, SharePoint, etc.).
• Experience using Slack or other messaging systems.
• Fluent English (speaking, reading, writing).

• Bachelor’s degree in Information Systems/Technology, Computer Science, or a related field in technical engineering.
• Education or experience in SQL scripting/writing to debug and resolve SQL code.
• Desirable: 2+ years of experience with high-level troubleshooting of software workflows, processes, integrations, and SQL-code investigation using Joins and Queries.

• Health coverage options and other voluntary benefits
• Enterprise Udemy membership for development courses
• 401K with company match up to 4% or employee pension plan
• Competitive pay and potential year-end bonus
• Flexible PTO
• Charitable donation matching, along with Volunteer and Voting PTO
• Team building activities in a collaborative, fast-paced environment

Allvue Systems provides equal employment opportunities for all employees and applicants. We celebrate diversity and are committed to creating an inclusive environment. We prohibit discrimination and harassment of any type and provide reasonable accommodations for qualified individuals with disabilities.