Pontera is a fintech company on a mission to help people retire better. Our software platform enables retirement savers to get the help they need managing their 401(k) and other retirement plan accounts as part of a personalized strategy by their trusted financial advisor.
Pontera is used by financial advisors across the nation– from SMB to Fortune 500 RIA firms, independent broker-dealers, plan custodians, and plan advisors.
Backed by leading venture capital firms including ICONIQ Growth and Lightspeed Venture Partners, Pontera is built by talented individuals who share a dedication to helping people retire with greater security.
Our team is fast-growing and driven to become one of the largest fintech companies in the world. Our culture is built on a people-first principle: in a complex and numbers-driven industry, we never lose sight of the people we serve and work alongside. That’s where you come in.
As a Tier 3 Support Engineer, you'll be in charge of diagnosing and investigating technical issues in the production environment, coordinating with Product managers, senior developers and our customer success team.
You will be the bridge between the customer facing stakeholders and the R&D team, communicating issues and pushing high standards and meeting the company SLA.
RESPONSIBILITIES
- Provide support to internal teams that manage customer relationships.
- Investigate, diagnose, and communicate technical issues in a timely manner.
- Collaborate with the R&D and Product teams to provide issue resolutions, workarounds and product improvement ideas.
- Report bugs to the R&D and Product teams and prioritize.
- Create reports for various use cases.
REQUIREMENTS
- 2+ years of experience working as application support engineer (Tier 2/Tier 3) - Must.
- Experience with logging and reporting tools (Tableau / Sumo Logic / Grafana) - Must.
- Experience with support processes and reporting systems (Jira, Zendesk, Bugzilla, TFS etc.) - Must.
- Advanced SQL skills - Must.
- Fluent English - Must.
- Experience with support processes and reporting systems (Jira, Zendesk, Bugzilla, TFS etc.) - Must.
- Experience in manual QA - Advantage.
- Relevant academic degree - Advantage.
- Strong attention to detail.
WHAT WE OFFER
- Opportunity: Have a major impact at a fast-growing startup that is revolutionizing the FinTech industry
- Team Culture: A collegial, collaborative, fun work environment with frequent team events
- Professional Development: Sponsored learning & development program
- Work Flexibility: A hybrid office work model (In-Office Mon/Tues/Weds and WFH Sun//Thurs)
Top Skills
What the Team is Saying
What We Do
Pontera is a Fintech company that helps financial advisors report on, manage, and trade their clients' held-away accounts, including 401(k)s, 403(b)s, HSAs and more. The platform is designed to work across account types and integrate seamlessly into existing technology to help advisors improve their clients' financial outcomes. Founded in 2012, Pontera is headquartered in New York City.
At the core of our team is a strong belief that helping people retire comfortably is of critical importance. Pontera is designed to help advisors not only analyze their clients’ held away accounts to provide greater visibility, but to enable advisors to take action and manage accounts on their clients’ behalf, improving the client experience, potentially adding accretive performance, and helping to mitigate compliance and security concerns around managing held away accounts.
Each of us believes strongly in the mission of helping millions of people achieve the best retirement possible.
Why Work With Us
We are proud of our People-First mentality and culture. You will have the unique and exciting opportunity to be part of a team whose mission is to scale Pontera into one of the largest FinTech companies in the world.
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Pontera Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
We're in-office on Tues/Weds/Thurs and we work from home on Mon/Fri!
