Technical Support Engineer

Summary

insightsoftware is a global provider of reporting, analytics, and performance management solutions that help finance and data teams operate more effectively. The Technical Support Engineer supports corporate and broker clients by analyzing data, managing file feeds, troubleshooting issues, and providing technical assistance. The role also partners with engineering, product, and services teams to report defects, prioritize product updates, and document solutions.

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

Skills

• 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
• 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

Qualifications

Must Haves

• 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

Nice to Haves

• 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

Benefits

• Remote work
• Additional bonus eligibility may apply for non-sales roles