Customer Engineer - Level 2 Support (Morning Shift)

| Greater Boston Area

As a Morning Ops Customer Engineer on our Production Support Level 2 team, you will be responsible for developing an in-depth technical understanding of the VestmarkOne platform, with a focus on our nightly processing cycle. Your goal will be to use that knowledge to respond to overnight issues with urgency to prevent SLA violations and ensure smooth processing flow for our clients. This position requires strong troubleshooting, technical, organizational, and communication skills. The Customer Engineer will work both independently and in collaboration with peers and others, to analyze, research, and resolve issues in an efficient manner. In addition to issue recovery, essential aspects of this role involve root cause identification, documentation of issue recovery procedures, and cross training others to help improve issue prevention. You will utilize several tools (database, client configs, logs, etc) to collect a picture of the problem and identify the solution.

Responsibilities:

  • Provide consistent, reliable, on-site Level 2 Support Coverage from 7am-3:30pm
  • Utilize internal resources as necessary to permanently resolve issues by addressing root cause
  • Follow standard best practices for proper change control of proposed solutions
  • Translate client issues into well-documented, actionable bugs for engineering resolution
  • Contribute to and progress the analysis, research, and resolution of support cases escalated by colleagues to Level 2
  • Document issue triage, as troubleshooting progresses, utilizing JIRA and SalesForce
  • Partner with various internal departments as needed to deliver superior customer service
  • Willingness to work extended hours on an as-needed basis

Required Experience and Skills:

  • Aptitude for comprehending enterprise software architecture
  • XML and SQL knowledge (T-SQL Preferred)
  • Experience with Source Code Control systems (GIT, BitBucket)
  • Experience with Confluence tools (Wiki, JIRA) and Salesforce
  • Eye for detail and exceptional troubleshooting skills
  • Excellent documentation and communication skills
  • Ability to work effectively with multiple different groups of varying technical skills
  • Ability to handle problem situations quickly, inventively, and resourcefully
  • Ability to balance and manage multiple, competing priorities
  • Understanding of SDLC methodologies

Preferable skills:

  • MSCS is a plus
  • Web Services and API Experience
  • Knowledge of Cron and/or Reg Expressions
  • Additional coding experience (particularly in Java, Perl)
  • Database Management experience
  • Tomcat and/or JBOSS experience
  • Previous SaaS application support experience
  • Relevant financial industry systems experience (e.g. Portfolio Management, Trading, Middle/Back Office Operations)

Education:

  • BS degree in Computer Science, Information Systems, or equivalent

The Team:

Level 2 Support is a small team acting as a primary escalation point for the Production Support team addressing platform configuration issues. The team is responsible for helping maintain VestmarkOne applications for production clients. We work closely together to resolve complex configuration issues and ensure that those changes are persisted correctly by following established code management practices. The team handles many aspects of product configuration and provides the opportunity to grow professional skills in many areas.

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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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