Technical Support Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Conduct data analysis, prepare reports, manage files, audit databases, and provide technical support.

• Oversee daily file feeds to ensure they are timely and accurate while aiding clients in resolving issues.

• Understand how the software aligns with accounting, legal, tax, and regulatory requirements, and support customers with feature configuration and usage.

• Test, document, and escalate unresolved customer issues that may indicate product defects or data inconsistencies to the engineering and product management teams.

• Collaborate closely with product and services teams to prioritize tasks for each sprint release.

• Assist with direct customer inquiries during high-volume periods.

• Prioritize and manage customer cases using the Salesforce case tracking system.

• Create documentation for knowledgebase solutions intended for internal and potential external use.

• Serve as a liaison with Engineering and Product teams for support and services teams as well as corporate clients.

• Partner with corporate clients on data interfaces, file feeds, automated processes, and reporting requirements.

• Act as a subject matter expert for engineering teams.

⛳️ Requirements

• Proficient English speaker.

• Availability to work US-based hours, particularly in Pacific Standard Time.

• Expertise and experience in SQL, FTP, data management, and file interfaces.

• Familiarity with relational databases, including skills in data analysis, report writing, auditing, and data updates using SQL scripting.

• Advanced proficiency in Excel, including the use of formulas and functions for data analysis, is highly desired.

• Exposure to or experience in agile methodologies and environments is preferred but not mandatory.

• Knowledge of Salesforce and Jira applications is advantageous.

• Strong work ethic coupled with effective time management skills.

• Proven track record of success in highly collaborative, team-oriented settings.

• Well-honed problem-solving abilities.

• Exceptional written, verbal, and conversation management skills necessary for engaging with external clients and internal stakeholders.

• Bachelor’s degree or equivalent experience in fields such as Mathematics, Engineering, Computer Science, Accounting, or Management Information Systems is preferred but not essential.

• Familiarity with or experience in US-based executive compensation, stock plans, and ESPP industries is preferred.

• Knowledge of finance and accounting principles, particularly ASC 718 as defined by FASB, is preferred.

• Certified Equity Professional designation is preferred.

• A background check is required for employment, where permitted by country, state, or province.

🏝️ Benefits

• Potential eligibility for additional bonuses.

• Commitment to equal employment opportunity in the workplace.

• Confidential management of applicant information.

• Background checks are required for employment, where permitted by country, state, or province.