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Associate Technical Support Engineer

| Greater Boston Area

As an Associate Technical Engineer on our production support team, you will be responsible for all aspects of production and technical support for clients using our Managed Accounts solutions platform. This hands-on position requires significant client contact and coordination with internal operations and technology teams to service new and existing clients. The Associate Technical Engineer will work with clients analyze, research, and resolve customer support cases.

Responsibilities:

  • Use technical and business prowess to proactively manage and conduct analysis, research, and resolution of customer support cases.
  • Ongoing contributions to the production support procedure repository by developing and refining production support procedures, which contribute to overall team efficiencies.
  • Contribute to the cross training and onboarding of newer team members, rotation team members and/or interns and coops.
  • Answer inbound support calls and triage support inquiries; escalate to team lead if case is outside area of understanding.
  • Provide technical support to team members and clients while working to resolve production issues.
  • Proactively manage case communication and resolution activities associated with assigned cases, ensuring all activity is accurately described with a reasonable amount of detail.
  • Management of client expectations – excellent communication skills are essential.
  • Partner with various internal departments to deliver superior customer service.
  • Contribute to quality assurance efforts by smoke testing bit drops and platform upgrades in customer UAT, and/or production environments.
  • Lead and/or participate in special projects related to client issues, sponsor changes or issues that may impact multiple clients.
  • Lead or participate in client meetings as needed.
  • Participate as the UAT Ambassador as necessary on client implementation project teams with the goal of onboarding new clients into production smoothly.

Skills and Requirements: 

  • Knowledge, understanding and/or interest of enterprise software implementation lifecycle and aptitude for comprehending enterprise software architecture.
  • Desired technical skills - SQL
  • Ability to balance and manage multiple, competing priorities.
  • Collaborative interpersonal skills and ability to work within cross-functional teams.
  • Self-starter who can display good judgment to plan and accomplish goals in complex fast-paced environment.
  • Excellent customer service mentality and skills.
  • Creative problem-solving and analysis skills.
  • Ability to handle problem situations quickly, inventively, and resourcefully.
  • Project management skills including:
    • Ability to prioritize and manage tasks
    • Ability to identify, escalate, and manage project issues
  • Willingness to work extended hours on an as-needed basis.
  • Some knowledge or understanding of investment systems (e.g. Portfolio Management, Trading, Middle/Back Office Operations) is a plus.

Education:

  • BA or BS degree (Finance, Accounting, Business Major or equivalent is a plus.)
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • jQueryLibraries
    • ReactLibraries
    • ASP.NETFrameworks
    • ExpressFrameworks
    • SpringFrameworks
    • Microsoft SQL ServerDatabases
    • MySQLDatabases
    • PostgreSQLDatabases
    • Google AnalyticsAnalytics
    • BalsamiqDesign
    • IllustratorDesign
    • PhotoshopDesign
    • Aha!Management
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
    • SalesforceCRM

Location

Our company is located in Wakefield about 20 minutes north of Boston. We are conveniently located right off of 95 making it easy to get to the office.

An Insider's view of Vestmark, Inc.

What are some social events your company does?

At Vestmark we have a fun committee that plans two to three events per quarter including company and family events. Our events include paint nights, chili cookoffs, meditation sessions, cornhole tournaments, movie nights, and so much more. . We are strong believers that providing a fun work culture promotes individual growth and teamwork.

Haley

Marketing Analyst

What's the biggest problem your team is solving?

It’s my job to educate users on the best ways to use our product. While anyone can push the buttons, I always ask “why?” and “what is the user trying to accomplish?” I'm not only demonstrating the product, but also the value it adds to the workflow of the customer. By interacting with users, we are not just teaching but also learning.

Jenny

Staff Trainer

How has your career grown since starting at the company?

My time at Vestmark has been like a "choose your own adventure" novel. I joined the company as a mid-level software engineer but have since grown into the role of a technical lead, to an engineering manager, and now helping to drive our agile transformation. I truly believe that Vestmark thinks that I should be in the driver's seat of my career.

Bobby

Engineering Manager

What is your vision for the company?

My vision for Vestmark is two-fold. First, to provide an awesome workplace where people can be challenged, have fun and be rewarded. Second, to truly help the financial well-being of investors by enabling financial advisors and institutions to efficiently manage and trade their clients’ portfolios through an innovative SaaS platform.

John

CEO

How has your career grown since starting at the company?

What makes Vestmark a compelling career choice for me is working for a company that has a product that is constantly pushing the bounds of innovation in the fintech space. Working alongside like-minded people to increase Vestmark’s footprint and influence is truly rewarding.

Kevin

Senior Sales Engineer

What are Vestmark, Inc. Perks + Benefits

Vestmark, Inc. Benefits Overview

Vestmark's biggest focus is our people. Our corporate health is dependent on our employee's well being. Across the company, we maintain an attractive standard of competitive benefits.

Culture
Volunteer in local community
As a growing company Vestmark is proud of our efforts that contribute in many ways to helping the environment and supporting the philanthropic interests of our employees. Your cause is our cause.
Friends outside of work
Eat lunch together
Intracompany committees
Vestmark has a fun committee that are re-elected annually and manage monthly fun events and programs. A few examples of our events are our annual chili cook off, ugly sweater contest, and MUCH more!
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Vestmark employees can contribute up to $2,650 annual to their FSA, $5k annual for dependent care, and participate in our employeer funded HSA program.
Disability Insurance
Disability insurance covers 60% of annual salary up to $10000 monthly maximum payout.
Dental Benefits
Our dental plan covers $1500 of expenses and Vestmark contributes 90% towards the cost!
Vision Benefits
The vision benefits plan covers 100% for annual eye exams with $130 for glasses and contact lenses.
Health Insurance Benefits
Vestmark contributes 90% towards the cost of the employee insurance plans!
Life Insurance
Life insurance is equal to 1 times an employee's annual salary.
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
In additional to our traditional 401(k) program, we also offer a ROTH 401(k) option for our employees.
401(K) Matching
Vestmark provides employees with a traditional 401(k) and ROTH 401(k) matching plan. We match 50% of contributions up to 8% of our employee's annual gross pay.
Company Equity
Vestmark also offers additional compensation in the form of restricted stock options. Our RSU’s are issued through a vesting and distribution schedule after achieving required milestones.
Performance Bonus
Match charitable contributions
Vestmark is very proud of our Charitable Giving Program. Will will match up to $250 annually to an approved charity of our employees choice.
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide 12 weeks of paid parental leave for the primary caretaker and 2 weeks of paid leave for the secondary caretaker.
Flexible Work Schedule
Vestmark provides employees with a flexible work schedule that includes flex start and end times.
Remote Work Program
Family Medical Leave
Employees who have been with the company for 12 months are eligible for 12 weeks of family medical leave.
Adoption Assistance
Vestmark offers up to 12 weeks of paid parental leave for an adoption event.
Company sponsored family events
Vestmark sponsors family oriented events including a summer event and our annual Halloween trick or treat event.
Vacation & Time Off Benefits
Generous PTO
Vestmark employees receive between 15 and 25 days per year of paid time off based on years of service.
Paid Holidays
Paid Sick Days
Employees receive 10 hours per year of paid sick leave.
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Vestmark hosts bi-annual company events including a family summer event.
Game Room
Our game room includes Ping Pong, Foosball, Video Games.
Stocked Kitchen
Happy Hours
Happy hours are hosted Once per month.
Parking
We offer employees Free on-site garage parking.
Professional Development Benefits
Job Training & Conferences
Vestmark offers employees professional development opportunities for our employees including the ability to attend internal job training and external conferences.
Lunch and learns
Vestmark hosts lunch and learn and leadership development meetings once a month.
Cross functional training encouraged
Promote from within
Online course subscriptions available
Customized development tracks

Additional Perks + Benefits

Creating a strong work life balance is important to us, this is why we offer our employees a generous paid time off package. This benefit enables employees to take the time they need to achieve a desired level of harmony between work at Vestmark and life outside of the office.

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