Technical Support Engineer.

insightsoftware’s Equity 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 to real time data for use by Brokers, Transfer Agents, Corporate Employees, Auditors, Corporate Tax, Accounting, Treasury, Finance, Payroll, Legal and HR representatives. 

The Technical Support Engineer is critical to the long-term satisfaction and retention of our corporate and broker clients.  In this role you will be a point of contact interacting with insightsoftware Engineering and Product teams, responsible for reporting product defects on behalf of the support and services teams and our corporate clients. You will work collaboratively across those teams to prioritize features for inclusion in each product update and act as a subject matter expert for our engineers. You will also work with our corporate clients on questions and issues relating to data interfaces, file feeds, automated processes, and reporting needs.  

Primary Responsibilities 

• Provide data analysis, report writing, file management, database auditing and technical support  

• Monitor daily file feeds for timeliness and accuracy and assist client in troubleshooting any issues 

• Learn the various ways our software meets the accounting, legal, tax and other regulatory requirements of our customers and assist them 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 product and services teams on prioritizing items for each sprint release 

• Assist in responding to direct customer inquiries during peak volume 

• Prioritize and manage customer cases via Salesforce case tracking system  

• Document knowledgebase solutions for internal and possible external use 

Required Skills and Experience 

• Fluent English speaker 

• Ability to work US based hours, specifically Pacific Standard Time 

• Proficiency and experience 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 for data analysis is strongly desired  

• Exposure to, or experience with, agile methodologies and environments preferred but not required 

• Salesforce and Jira application knowledge a plus  

• Strong work ethic and time management expertise 

• Demonstrated success working in highly collaborative, team-centric environments  

• Well-developed problem-solving skills  

• Excellent written, phone, and conversation management skills needed 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 not required 

Preference will be given to candidates with the following specific skills/experience: 

• Understanding of or experience with US based executive 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