Client Support Engineer - Associate / Assistant Vice President

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 $191 billion in global client assets invested in 1,524 funds, as of May 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 three-time winner of MMI/Barron’s Solutions Provider award (See link below). 

About the Role:

iCapital is looking to hire a Client Support Engineer to be responsible for daily management and troubleshooting of client technical support requests for a large and dynamic application that supports structured investments, annuities, and alternative investments. This individual will ensure that all technical issues related to these investment products are resolved in a timely and efficient manner. This includes responding to requests and keeping the client informed of updates at a regular interval. The Client Support Engineer will initially triage the support request and escalate internally to a secondary support staff as needed. This may require collaboration with members of other engineering teams to help resolve the issue. This role also requires communication with several different internal business side teams.

Responsibilities:

• Respond in a timely manner to client inbound support requests and maintain updates during troubleshooting.
• Engage in the initial triage of support requests and either resolve or escalate to the appropriate secondary support team.
• Maintain accurate recording of troubleshooting steps and document knowledgebase articles in the CRM.
• Communicate with client sales teams on new technical issues and explain resolutions.
• Utilize a variety of technical tools for troubleshooting for API, database, and data retrieval.
• Help the support team streamline process or develop new methods for issue tracking.
• Take initiative on assigned support requests and collaborate with engineers from multiple teams to problem solve.

Requirements:

• Bachelor's degree in computer science, information technology, or related field
• 3+ years of experience in technical support
• Strong technical background, with experience in troubleshooting and resolving technical issues
• Excellent communication skills, with the ability to communicate with technical and non-technical stakeholders
• Strong problem-solving skills, with the ability to think creatively and strategically
• Able to work in a fast-paced, dynamic environment
• Experience working with APIs and databases, with a strong understanding of how to utilize them to resolve technical issues
• Familiar with various programming languages and frameworks, such as Java, Python, and .NET
• Able to troubleshoot and resolve issues related to database connectivity, API integration, and data retrieval
• Experience working with cloud-based technologies, such as AWS or Azure, is a plus
• Experience within fintech is a plus
• Knowledge of security protocols and best practices for securing data and systems is highly desirable

Benefits

The base salary range for this role is $85,000 to $130,000.  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 four days, with the flexibility to work remotely one day. Every department has different needs, and some positions will be designated in-office jobs, based on their function.

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.