iCapital is powering the world’s alternative investment marketplace. Our financial technology platform has transformed how advisors, wealth management firms, asset managers, and banks evaluate and recommend bespoke public and private market strategies for their high-net-worth clients. iCapital services approximately $209 billion in global client assets invested in 1,690 funds, as of November 2024.
iCapital has been named to the Forbes Fintech 50 for seven consecutive years (2018-2024); a three-time selection by Forbes to its list of Best Startup Employers (2021-2023); and a four-time winner of MMI/Barron’s Solutions Provider award (See link below).
About the Role
iCapital is seeking a highly motivated Product Support Engineer to join our team. This role will be responsible for daily management and troubleshooting of client technical support requests for a large and dynamic application that supports structured investments, annuities, and alternative investments. This individual will be responsible for ensuring that all technical issues related to these investment products are resolved in a timely and efficient manner. This includes responding to requests and keeping the client informed of updates at a regular interval. The Client Support Engineer will initially triage the support request and escalate internally to a secondary support staff as needed. This may require collaboration with members of other engineering teams to help resolve the issue. This role also requires communication and active coordination with several different internal business side teams.
Responsibilities
- Respond in a timely manner to client inbound support requests and maintain updates during troubleshooting.
- Engage in the initial triage of support requests and either resolving or escalating to the appropriate secondary support team.
- Maintain accurate records of troubleshooting steps and document knowledge base articles
- Communicate with Client Relationship teams and Implementation Specialists on new technical issues and explain resolutions.
- Utilize a variety of technical tools for troubleshooting for API, database, and data retrieval.
- Help the support team streamline processes and develop new methods for issue tracking.
- Take initiative on assigned support requests and collaborate with engineers from multiple teams to solve problems.
Qualifications
- Bachelor’s degree in computer science, information technology, or related field
- 3+ years of experience in a client-facing technical support
- Strong technical background, with experience in troubleshooting and resolving technical issues
- Excellent communication skills, with the ability to communicate with technical and non-technical stakeholders
- Strong problem-solving skills, with the ability to think creatively and strategically
- Able to work in a fast-paced, dynamic environment.
- Experience working with APIs and databases, with a strong understanding of how to utilize them to resolve technical issues
- Familiar with various programming languages and frameworks
- Able to troubleshoot and resolve issues related to database connectivity, file transfer, data ETL, API integration, and data retrieval
- Experience working with cloud-based technologies, such as AWS or Azure
- Understanding of the different components of the technology stack for a cloud-based application
- Previous experience within the WealthTech domain
- Proven ability to operate within the fast-paced nature of a growth company
Employees in this role will work fully remote. Every department has different needs, and some positions will be designated in-office jobs, based on their function.
Benefits
iCapital offers a comprehensive benefits package that includes a total compensation program consisting of competitive salary, annual performance bonus, and equity for all full-time employees; healthcare with 100% employer-paid health and dental insurance; and generous paid time off (PTO).
For additional information on iCapital please visit https://www.icapital.com/about-us Twitter: @icapitalnetwork | LinkedIn: https://www.linkedin.com/company/icapital-network-inc
Top Skills
What We Do
Powering the World’s Alternative Investment Marketplace. Part innovator, part educator, and part navigator of the alternatives industry, iCapital offers intuitive, scalable digital solutions that have transformed how private market and hedge fund investments are bought and sold. With iCapital, financial advisors, wealth managers, and asset managers around the world now have access to everything they need to deliver the return and diversification potential of alternatives to high-net-worth investors.
Why Work With Us
iCapital is a technology-driven cutting edge firm with an entrepreneurial spirit. You'll have the opportunity to make important contributions as part of a dynamic team where you can maximize your potential, develop new skills, and help change an industry within an innovative and fast-paced setting.
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