Technical Support Analyst – Application Support (Recon)

At HedgeServ, we’re redefining what’s possible in fund administration. With more than $700 billion in assets under administration, we partner with the world’s most forward-thinking investment managers – across private equity, private credit, endowments, hedge funds and more – to deliver seamless, tech-enabled solutions that drive performance.

Our proprietary platform, enhanced by machine learning and robotic process automation, gives clients real-time insights and unmatched control over their operations. Alongside our technology, we offer award-winning service through our team-based approach -- led by a deeply experienced team of industry experts. Our solutions span the full investment lifecycle, including fund accounting, middle office, risk, compliance, tax, and investor services.

We’re a future-focused company, empowering our people through a robust career development framework, clear career trajectories with structured learning paths, training, and progression plans. We invest in leadership development and in our collaborative culture, creating space for talent to grow. Our corporate values – Relationships, Support, Innovation, and Expertise – create a sense of shared purpose and belonging, and we recognize our employees sit at the core of our success. We continue to innovate and evolve through our employees, working together to achieve our shared vision and mission.

HedgeServ supports employees through a variety of offerings, including remote and hybrid working arrangements, and fully paid comprehensive health and well-being benefits. We’ve been recognized as an employer of choice, earning a top 100 workplaces designation.

Founded in 2008, HedgeServ has grown into a global organization with over 2,000 experts across the globe, with offices in the United States, Grand Cayman, Ireland, Poland, Bulgaria, Luxembourg, the Philippines, and Australia. We’ve earned numerous accolades, including Top Overall Administrator, along with #1 rankings for providing alternative asset services in Accounting, Technology, Client Service, Investor Services, Alternative Fund Expertise, Reporting, and Regulatory Expertise.

Department Overview

The Application Support team is responsible for the setup, maintenance, and ongoing support of HedgeServ’s proprietary reconciliation and fund administration software. This software is utilized by Fund Accounting teams to independently value client portfolios, ensuring accuracy and reliability in client asset management.

Role Overview

The Technical Support Analyst will become a key member of the Application Support Recon Team. The primary responsibility for this role is to provide support for broker file processing and reconciliation. This includes working closely with external broker technical teams as well as internal business stakeholders. The successful candidate will be responsible for the accurate and timely receipt, validation, transformation, and transmission of files using secure file transfer channels, all in accordance with established Service Level Agreements (SLAs).

Key Responsibilities

Operational Support

• Monitor, validate, and process incoming and outgoing broker files delivered via secure file transfer protocols (FTP).
• Diagnose and resolve common file-related issues, such as missing or delayed files, authentication or permission errors, file naming or format mismatches, and connectivity problems.
• Perform validation checks to ensure proper file format, size, and content.

Technical & Data Responsibilities

• Create and maintain XML-based workflows to process files received from external sources.
• Create and maintain workflows using AWS Step Functions for sending files to external parties.
• Develop and maintain file transformation configurations utilizing JSON.
• Perform data transformation tasks, converting raw data streams into formats suitable for downstream processing, including transformations based on Python (pandas).

Support & Incident Management

• Resolve support tickets submitted by application users efficiently and in compliance with SLA guidelines.
• Provide rapid incident responses, including the capability to deploy fixes directly to production environments when necessary.
• Adhere to established communication and escalation protocols for incident management.

Communication & Documentation

• Communicate clearly and professionally with brokers and internal clients regarding file statuses and issue resolutions.
• Deliver timely and accurate updates to stakeholders as required.
• Produce and maintain comprehensive documentation for new and existing ETL (Extract, Transform, Load) processes.
• Translate complex technical issues into easily understandable explanations for internal audiences, including senior management.

Continuous Improvement

• Stay current with industry best practices, tools, and emerging technologies relevant to ETL, data engineering, and application support.
• Contribute actively to the ongoing enhancement of HedgeServ’s applications and internal processes.

Required Skills & Experience

Technical Skills

• Understanding of AWS Step Function state machine flows to create workflows.
• Experience with JSON/YAML state definitions.
• Familiarity with AWS technologies, including Kibana for troubleshooting.
• Advanced skills in Microsoft Excel, including use of complex formulas and importing external data.
• Strong understanding of XML and XML-based workflows.
• Knowledge of SQL and database concepts.
• Experience working with secure file transfer protocols (FTP).

Professional Experience

• Background in application or technical support roles.
• Experience within the financial services industry and familiarity with financial products is considered an advantage.

Education

• Bachelor’s degree in Computing, Information Systems, Computer Science, or equivalent professional experience.

Nice to Have

• Experience with Python, pandas, SQL, and Bash scripting.
• Experience using version control tools such as Git and IDEs like PyCharm.
• Knowledge of data science libraries.
• Experience with data encryption, preferably using PGP.

Personal Attributes

• Excellent analytical and problem-solving skills.
• Logical and critical thinker with the ability to learn quickly.
• Strong written and verbal communication skills in English.
• Ability to work independently as well as collaboratively within a team.
• Flexible and adaptable in a fast-paced environment.

Why Join HedgeServ

• Work in a professional environment with clear opportunities for career development and progression.
• Enjoy a start-up–like team culture within a well-established, global organization.
• Gain access to training, mentoring programs, and learning resources.
• Receive competitive compensation and a comprehensive benefits package.
• Be part of a culture that values results, innovation, and individual contributions.