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Associate Application Support Engineer



Customer Service
Wakefield, MA, USA · Remote
Posted on Tuesday, September 19, 2023

Come join our Support Maintenance Services (SMS) team as an Associate Application Support Engineer where you'll own a critical role in ensuring the flawless operation of the VestmarkOne platform supporting some of the largest Asset and Wealth Management firms in the world! This role will by hybrid out of our office in Wakefield, MA.

How You’ll Do It:

  • Troubleshoot and provide solutions for issues arising during processing
  • Collaborate with peers to analyze, research, and solve client issues escalated from Production Support
  • Identify root cause of issues and document recovery procedures
  • Devise solutions to eliminate costly workarounds and increase client satisfaction
  • Leverage tools like SolarWinds, AppDynamics, Splunk, and others to diagnose and resolve application performance issues
  • Translate client issues into well-documented requests for engineering resolution when necessary
  • Develop new solutions for retrieving and delivering data from our product to our clients
  • Assist in responding to urgent issues as part of a collaborative, cross-functional team

What You’ll Need:

  • Bachelor's degree in Computer Science or equivalent
  • Aptitude with XML and SQL (T-SQL preferred)
  • Experience with Source Code Control systems (GIT, BitBucket, GitHub, etc.)
  • Strong troubleshooting skills and attention to detail
  • Excellent documentation and communication skills
  • Ability to work independently and as part of a team
  • A desire to learn new technology and seize opportunities to advance your career
  • Contribute to the growth and development of our core values: We Before Me, Positive Energy, Knowledge Explorer, and Own It

What Would Help:

  • Knowledge of Cron and/or Reg Expressions
  • Coding experience (Java, Python, or something similar)
  • Familiarity with Confluence tools (Wiki, JIRA)
  • Splunk (SPL) query knowledge
  • Previous SaaS application support experience

About the SMS Team:

The SMS team acts as a critical Tier 2 support team proactively improving our platform's efficiency and reliability where possible. We also respond to issues from our clients escalated to us from our Production Support team. We collaborate on both customer requests and internal projects, interacting with various teams across the company to improve the client experience. We have a wide scope and lots of opportunity to be creative when developing solutions. This role offers many opportunities for professional growth.

Vestmark is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Vestmark prohibits employment discrimination on the basis of race, color, religion, gender identity, sex, sexual orientation, pregnancy, national origin, age, disability status, protected military or veteran status, and genetic information.