Technical Support Engineer
About the role
About Us:
insightsoftware is a global provider of reporting, analytics, and performance management solutions that unlock the potential of business data and transform the way finance and data teams operate. We empower leaders from over 32,000 organizations to make timely and intelligent decisions. Our comprehensive solutions span Financial Planning and Analysis (FP&A), Controllership, and Data and Analytics. We deliver finance teams the insights required to navigate any economic climate and drive greater financial intelligence, while increasing productivity, visibility, accuracy, and compliance. Learn more at insightsoftware.com.
Job Description:
insightsoftware’sEquity Management platforms have redefined the way companies manage and report on equity compensation and revolutionized the way financial disclosures are done. Our software provides controlled access toreal timedata for use by Brokers, Transfer Agents, Corporate Employees, Auditors, Corporate Tax, Accounting, Treasury, Finance, Payroll, Legal and HR representatives.
TheTechnical SupportEngineer iscritical to thelong-termsatisfaction and retention ofourcorporateand broker clients. In this role youwillbea point ofcontact interacting withinsightsoftwareEngineering and Product teams, responsible for reporting product defects on behalf of thesupport and services teamsandour corporateclients. You will work collaboratively acrossthose teams to prioritize features for inclusion in each product updateand act as a subject matter expert for our engineers.You will also work with ourcorporate clientson questions and issues relating to data interfaces, file feeds, automated processes, and reporting needs.
Primary Responsibilities
Provide data analysis, report writing, file management, databaseauditingand technical support
Monitor daily file feeds for timeliness and accuracy andassistclient in troubleshooting any issues
Learn thevarious waysour software meets the accounting, legal, tax and other regulatory requirements of our customers andassistthem in the use of and proper set up of those features
Test, Document, and escalate unresolved customer cases that may be product defects or data issues to engineering and product management
Work closely with productand servicesteams on prioritizing items for each sprint release
Assistin responding to direct customer inquiries during peakvolume
Prioritizeandmanagecustomercases viaSalesforcecase tracking system
Document knowledgebase solutions for internal and possible external use
RequiredSkills and Experience
Fluent English speaker
Ability to work US based hours, specifically Pacific Standard Time
Proficiencyandexperience with SQL, FTP, data management, file interfaces
Familiarity with relational databases, including data analysis, report writing, auditing, and updating data via SQL scripting
Advanced Excel skills, including formulas and functions fordata analysisis strongly desired
Exposure to, or experience with, agile methodologies and environments preferred but notrequired
Salesforce and Jira application knowledge a plus
Strong work ethic and time managementexpertise
Demonstratedsuccess working in highly collaborative, team-centric environments
Well-developed problem-solving skills
Excellent written, phone, and conversation management skillsneeded to interact with external clients and internal stakeholders
Bachelor’s degree or equivalent experience in Mathematics, Engineering, Computer Science, Accounting, or Management Information Systems preferred but notrequired
Preference will be given to candidates with the following specific skills/experience:
Understanding of or experience withUS basedexecutive compensation, stock plan, and ESPP industries, including but not limited to software support, administrative support, consulting, or professional services
Knowledge of finance and accounting principles, specifically ASC 718 (Accounting for Stock Based Compensation) as published by the Financial Accounting Standards Board (FASB)
Certified Equity Professional designation
For sales roles, this range includes the commission target. For non-sales roles, this is a base salary only range; additional bonus eligibility may apply.
Your specific offer within this range will be determined by your skills, experience, and qualifications.
We are committed to pay transparency and fair compensation practices. If you have questions about our compensation approach, please don't hesitate to ask during the interview process.
Additional Information
All your information will be kept confidential according to EEO guidelines.
Learn more about our high-energy, high-performance global team: Work With Us
insightsoftware About Us: Hear From Our Team
Background checks are required for employment with insightsoftware, where permitted by country, state/province.
At insightsoftware, we are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We are proud to be an equal opportunity workplace.
