Product Support Engineer, iCapital
Associate / Assistant Vice President
$100-135k
+ Equity + An annual performance bonus
More information about location
4+ days a week in office
Fintech platform for alternative investments
Open for applications
Fintech platform for alternative investments
1001+ employees
Open for applications
$100-135k
+ Equity + An annual performance bonus
More information about location
4+ days a week in office
1001+ employees
Company mission
To power the world’s alternative investment marketplace.
Role
Who you are
- Bachelor’s degree in computer science, information technology, or related field
- 3+ years of experience in a client-facing 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
- Able to troubleshoot and resolve issues related to database connectivity, file transfer, data ETL, API integration, and data retrieval
- Experience working with cloud-based technologies, such as AWS or Azure
- Understanding of the different components of the technology stack for a cloud-based application
- Previous experience within the WealthTech domain
- Proven ability to operate within the fast-paced nature of a growth company
What the job involves
- ICapital is seeking a highly motivated Product Support Engineer to join our team
- This role will 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 be responsible for ensuring 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 and active coordination with several different internal business side teams
- 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 resolving or escalating to the appropriate secondary support team
- Maintain accurate records of troubleshooting steps and document knowledge base articles
- Communicate with Client Relationship teams and Implementation Specialists 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 processes and develop new methods for issue tracking
- Take initiative on assigned support requests and collaborate with engineers from multiple teams to solve problems
Our take
Alternative investing can yield huge profits, but it can often be inaccessible, even to enterprises. iCapital solves this problem by guiding large-scale businesses through the alternative investing process.
Since launching in 2013, iCapital has provided enterprises with an investing marketplace. Its focus has been on banking, wealth management, and asset management companies, and iCapital now serves clients such as JP Morgan, Evercore, and Rockefeller. As of February 2023, the company services over $153 billion in global client assets, clear evidence of industry confidence in the company.
iCapital's impact on the financial world is undeniable, forging strong and profitable partnerships with leading institutions like Morgan Stanley. With a proven track record and a rapidly growing platform, iCapital is poised for significant further expansion in the years to come.
Steph
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 8 rounds)
Dec 2021
$50m
LATE VC
Jul 2021
$440m
GROWTH EQUITY VC
Total funding: $680.6m
Company HQ
Murray Hill, New York, NY
Leadership
Lawrence Calcano
(CEO)Previously worked as Director of Capitol Acquisition Corp., and served as Director of Vibrant Emotional Health for 10 years.
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