Associate Technical Support Engineer

This is an on-site role, requiring five days per week in the office. The office is located at Vestmark’s headquarters in Wakefield, MA.  Fully remote or hybrid candidates will not be considered. 

As an Associate Technical Support Engineer on our reconciliation/performance team, you will be responsible for all aspects of production and technical support for clients using our Wealth Management solutions platform, VestmarkONE. This hands-on position requires significant client contact and coordination with internal operations and technology teams to service new and existing clients. You will analyze, research, and resolve customer support cases and internal alerts to provide a high level of client satisfaction. 

Responsibilities

• Partner with Vestmark’s performance and/or reconciliation clients to provide timely guidance or technical solutions in a time sensitive environment.
• Troubleshoot client questions and issues related (but not limited) to; Account Performance, Reconciliation, Transactions, Corporate Actions, Securities, and configuration settings.
• Respond to internal alert monitoring, and proactively notify clients of issues and steps to resolve the issue. 
• Use business and technical process to proactively manage and conduct analysis, research, and resolution of customer support cases.
• Ongoing contributions to the production support procedure repository by developing and refining production support procedures, which contribute to overall team efficiencies.
• Contribute to the cross training and onboarding of newer team members, rotation team members and/or interns and coops.
• Answer inbound support calls and triage support inquiries; escalate to team lead if case is outside area of understanding.
• Proactively manage case communication and resolution activities associated with assigned cases, ensuring all activity is accurately described and described with a reasonable amount of detail.
• Collaborate within the organization to provide optimal workflows and solutions for client use cases and issues.
• Participate in special projects related to client issues, sponsor changes or issues that may impact multiple clients.
• Participate in client meetings as needed.

Required Experience and Skills

• BA or BS degree (BS degree in Finance, Accounting, Management Information Systems, Computer Science or equivalent is a plus).
• Understanding of the Financial Services/Wealth Management Industry and Investments (e.g. Portfolio Management, Trading, Middle/Back Office Operations).
• Knowledge, understanding and/or interest of enterprise software implementation lifecycle and aptitude for comprehending enterprise software architecture.
• Ability to balance and manage multiple, competing priorities.
• Collaborative interpersonal skills and ability to work within cross-functional teams.
• Self-starter who can display good judgment to plan and accomplish goals in a complex fast-paced environment.
• Excellent customer service mentality and skills.
• Creative problem-solving and analysis skills.
• Ability to handle problem situations quickly, inventively, and resourcefully.
• Contribute to the growth and development of our core values: We Before Me, Positive Energy, Knowledge Explorer, and Own It

Preferable skills

• Experience/Knowledge of investment systems (e.g. Portfolio Management, Trading, Middle/Back Office Operations).
• Experience with/understanding of FIX
• Project management skills including: Ability to prioritize and manage tasks and identify, escalate, and manage project issues
• Willingness to work extended hours on an as-needed basis
• Knowledge, understanding and/or interest of enterprise software implementation life-cycle and aptitude for comprehending enterprise software architecture is a plus.
• Experience, exposure, and familiarity with SQL, Splunk, Big Panda, Dynatrace, App Dynamics, Solarwinds, Salesforce, amongst other tools

Attributes

• The most successful people in this position possess the following traits: intelligent, technical aptitude, collaborative, proactive, engaging, resourceful, personable, flexible.

Vestmark is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Vestmark prohibits employment discrimination on the basis of race, color, religion, gender identity, sex, sexual orientation, pregnancy, national origin, age, disability status, protected military or veteran status, and genetic information. #LI-TG1  #LI-Onsite