Application Support Engineer l

About Allvue

We are Allvue Systems, the leading provider of software solutions for the Private Capital and Credit markets. Whether a client wants an end-to-end technology suite, or independently focused modules, Allvue helps eliminate the boundaries between systems, information, and people. We’re looking for ambitious, smart, and creative individuals to join our team and help our clients achieve their goals. Working at Allvue Systems means working with pioneers in the fintech industry.

Our efforts are powered by innovative thinking and a desire to build adaptable financial software solutions that help our clients achieve even more. With our common goals of growth and innovation, whether you’re collaborating on a cutting-edge project or connecting over shared interests at an office happy hour, the passion is contagious. We want all of our team members to be open, accessible, curious and always learning.

As a team, we take initiative, own outcomes, and have passion for what we do. With these pillars at the center of what we do, we strive for continuous improvement, excellent partnership and exceptional results. Come be a part of the team that’s revolutionizing the alternative investment industry. Define your own future with Allvue Systems!

As an Application Support Engineer 1 (ASE
1), you will be charged with taking ownership of support tickets and related work and providing exceptional support while demonstrating high-level problem-solving skills and excellent customer experience. ASEs regularly triage incoming tickets, promptly distinguish Support work from Non-Support work, and troubleshoot and resolve surface-level problems for clients. ASEs also perform regular high-level, in-depth analysis and problem-solving to determine root causes, resolve tickets, and provide additional support tasks as needed by the business.

• Conduct technical troubleshooting, identify root causes, and deliver solutions.
• Deliver exceptional support, demonstrating problem-solving skills, and ensuring excellent customer service.
• Proactively solve problems independently.
• Manage support tickets through the JIRA ticketing system, email, or phone submissions.
• Seek ways to enhance productivity and improve client satisfaction.
• Exhibit time-management and organizational skills to set reasonable deadlines for issue resolution.
• Leverage available AI-powered tools to support troubleshooting, research, documentation, and customer communications, while validating AI-generated information for accuracy and appropriateness.
• Demonstrate soft skills to communicate politely, professionally, and promptly with clients to explain complex issues and solutions.
• Collaborate with cross-functional team members (Development, Professional Services, Cloud Operations, Customer Success Managers, etc.) to enhance products and services.

• Deliver top-notch customer experience / service.
• Proficiency and willingness to handle multiple daily customer calls involving screen-shares to collect details and troubleshoot technical problems at a professional and technical level.
• Practice professional-level soft skills in communication with customers and internal staff.
• Take personal ownership for customer satisfaction in resolving Production client concerns and issues.

• Write and maintain professional-level internal and customer-facing knowledge articles.
• Take the initiative to inform leadership to proactively improve the product, reduce ticket volume, and refine processes as business needs.
• Team attitude to collaborate or assist teammates or colleagues within the company on technical issues, processes, or product improvements.
• Embrace our company's Core Values (Be Open, Be Curious, Be Passionate, Own It) and Rally Cry (One Brand, One Strategy, One Foundation, One Culture).

• Proficiency in conducting in-depth analysis, complex technical troubleshooting, and issue resolution.
• Strong hands-on experience in ETL and Data Warehousing.
• Strong research skills to advance investigations through written knowledge articles, training videos, and…