About this Technical Support Engineer role at insightsoftware
About Us:
insightsoftware is a global provider of reporting, analytics, and performance management solutions that unlock the potential of business data and transform the way finance and data teams operate. We empower leaders from over 32,000 organizations to make timely and intelligent decisions. Our comprehensive solutions span Financial Planning and Analysis (FP&A), Controllership, and Data and Analytics. We deliver finance teams the insights required to navigate any economic climate and drive greater financial intelligence, while increasing productivity, visibility, accuracy, and compliance. Learn more at insightsoftware.com.
Job Description:
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
The salary range in United States of America for this position is 65,000.00 to 81,000.00 USD Annual.
For sales roles, this range includes the commission target. For non-sales roles, this is a base salary only range; additional bonus eligibility may apply.
Your specific offer within this range will be determined by your skills, experience, and qualifications.
We are committed to pay transparency and fair compensation practices. If you have questions about our compensation approach, please don't hesitate to ask during the interview process.
Additional Information
All your information will be kept confidential according to EEO guidelines.
Learn more about our high-energy, high-performance global team: Work With Us
insightsoftware About Us: Hear From Our Team
Background checks are required for employment with insightsoftware, where permitted by country, state/province.
At insightsoftware, we are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We are proud to be an equal opportunity workplace.
