Senior Technical Support Engineer, Fund Recs
Ireland
Cloud based reconciliation software for the global Funds Industry
Open for applications
Cloud based reconciliation software for the global Funds Industry
21-100 employees
Open for applications
21-100 employees
Company mission
To develop the most efficient, powerful, and cost-effective reconciliation and data transformation software.
Role
Who you are
- Have a technical degree in a relevant discipline (IT, Computer Science, Software Engineering etc.) or equivalent work experience
- 4+ years of relevant work experience
- Basic working knowledge and experience of Cloud Computing
- Be self-motivated, flexible and a quick learner
- Able to work to a deadline, alone and as part of a team
- Have a strong technical and problem-solving ability
- Strong interpersonal skills and ability to establish strong working relationships with colleagues and clients
- Focus on the customer and solving their problems
- Always be looking for a better way to do things and be willing to question convention
- Strong communication, and organizational skills
- We use Groovy/Grails, Java, MySQL, Hibernate, tomcat, jQuery, React. We make extensive use of AWS, including EC2/VPC/ELB/AutoScaling/S3/SQS/RDS/ElasticSearch
- Jira Service Management as our Ticket Managing Systems, Confluence as our Knowledge base and Kibana as our Logging system
- Experience using the above is a bonus but not a requirement. We like quick learners and if you can bring in tools we're not already using, all the better
What the job involves
- We're looking for a Senior Technical Support Engineer to join our Technical Support Engineering Team
- They will be tasked with troubleshooting issues, identifying root causes, sometimes through liaising with developers and fixing or escalating the issue where appropriate. They will be expected to keep accurate records of discussions or correspondence while tracking issues through to resolution
- Together with the rest of the team, they will participate in the development of tools, systems, and processes which aim to identify improvement opportunities for both the customers and internal processes by improving product supportability and driving innovation and quality to improve overall operational efficiency
- Monitor and manage the support ticketing system, including incoming requests from clients, to ensure timely response and issue resolution
- Regularly monitor and track SLA compliance for all support tickets and cases
- Maintain clear and detailed records within each ticket, including all communication with clients, steps taken to resolve issues, and any relevant troubleshooting notes
- Communicate with clients in a prompt, professional and courteous manner, to provide updates on the status of their tickets and to gather additional information if needed
- Document IT procedures, troubleshooting steps, and user guides to facilitate knowledge sharing and training
- Use log analysis tools and techniques to detect patterns or anomalies that may indicate underlying problems, working to resolve them promptly to prevent customer disruptions
- Assume ownership of system alerts and maintain ongoing coordination with other teams to enhance and optimize raised alerts
- Document log analysis findings and resolutions to create a knowledge base of potential issues and their solutions
- Any other reasonable tasks as assigned by management
Our take
In the landscape of the global Funds Industry, reconciling complex data poses a significant challenge for Fund Administrators, Depositaries, Fund Managers, and Audit firms. Recognising this pain point, Fund Recs has emerged as a key player, specialising in the development of cloud-based reconciliation software.
Fund Recs addresses this challenge by providing a product that liberates staff from the burdensome task of data processing. The software takes data from various sources, allowing users to normalise it before seamlessly reconciling it with their accounting systems. The versatility of the system is evident in its capability to handle diverse data types such as CSV, XLS, TXT, and XML.
The future of Fund Recs seems promising as it continues to play a pivotal role in transforming and modernising the Fund Administration landscape. By offering a solution that not only automates workflows but also eliminates the need to outsource manual processes, the company positions itself at the forefront of innovation in the industry. As the demand for efficient reconciliation solutions grows, Fund Recs is well-positioned to expand its influence globally. It provides indispensable tools that allow financial institutions to enhance operational efficiency and maintain a competitive edge in an evolving financial ecosystem.
Freddie
Company Specialist at Welcome to the Jungle
Company
Funding (2 rounds)
Apr 2018
$4.1m
SEED
Jul 2017
$1.3m
SEED
Total funding: $5.4m
Company benefits
- 25 days annual leave in year 1, with an extra day per year of service up to 30 days
- 5% employer matched pension contribution
- Health Insurance stipend
- Professional Development budget up to €750 per year for short term learning opportunities
- Tuition reimbursement up to €3,500 towards higher education fees
- Career growth: we have a defined progression framework with regular promotion reviews – we want our people to grow with us!
- Gym membership: up to €350 per year towards a sports club subscription of your choice
- Employee referral scheme: generous cash bonus available for successful employee referrals
- Home office set up: budget towards the purchase of home office equipment and full tech set up
- Generous paid leave for new parents
- Volunteering leave to support the local communities in which we live and work
- Peer led monthly lunch and learn sessions on topics suggested by our team
Company HQ
Dublin, Ireland
Leadership
Padraig O'Scanaill
(Co-Founder)Previously co-founded Task Messenger and Cashbook Limited. Was also a Java and Oracle Developer at Fidelity Investments.
Des O'Donohoe
(Co-Founder & Managing Director)Previously worked as a Training Manager at BISYS Fund Services and SEI Investments.
Alan Meaney
(Co-Founder & CEO)Previously co-founded Task Messenger, and Adminovate Conference.
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