Job OpeningsTechnical Support Engineer
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At Verivest, we are on a mission to help real estate investment managers up their game and help investors make better decisions. Our end-to-end tech solution spans the lifecycle of a fund, from advisory to fundraising, to administration. We are disrupting the industry by automating the way managers setup entities, focusing on technology-led fundraising, and providing valuable third-party oversight and administration, for simple to the most complex investment vehicles. With deep expertise in real estate, accounting and technology, the result is a high value solution for both sides of the market, facilitating greater efficiency and transparency in an extremely fragmented market.
The Role
Our Technical Support Engineer provides technical Tier 2 support to all users of our platform, including internal users, clients and their investors. You will be focused on assisting users with technical issues, including troubleshooting, diagnosing, documenting, and deploying solutions efficiently. You will work cross-functionally and collaboratively with our Customer Success, QA, Engineering, and Product teams to support our product, in an effort to constantly innovate and improve upon our platform. This role reports to our VP of Operations and has strong growth potential within our growing organization.
Our Core Values
Act with Integrity: Our company was built on a foundation of transparency and trust. Everything we do, individually and collectively, is done in the spirit of what is right, even if it is the more difficult option.
Embrace Complexity: We are a team of self-starters that is undaunted by a challenge. We take the time to dig into the intricate details so we can develop solutions that allow our clients to deliver better results. Our willingness to adapt and innovate sets us apart from our competition.
Deliver Excellence: We set high expectations and strive to continually raise the bar. From our people to our work, we are committed to quality, and expect the same commitment from others.
Own the Outcome: We are responsible for our actions and results, our successes and failures. We understand the importance of accountability and we follow through on our commitments.
Responsibilities
Analyze, diagnose, and resolve, taking ownership of technical support issues and identifying a path to resolution. Differentiating user vs. application issues by reproducing, analyzing logs and reviewing data in a database.
Thoroughly document every client interaction and task in our technical support ticketing system.
Identify areas for improvement and catalog user feedback, reporting on the frequency and severity of common issues, and provide a plan to eliminate them.
Collaborate with our Customer Success and Accounting teams in providing world class service to our clients and their investors.
Assist in maintaining the company knowledge base and internal documentation for our products.
Preserve the security of confidential information provided by clients and investors.
Additional responsibilities as directed for the success of the team and the Company.
Skills and Qualifications
2+ years in a technical support role, ideally in a start-up or Fintech environment.
Hands-on and basic SQL experience (database queries, select and filter across multiple tables etc.).
Hands-on experience working with a web-based application.
Basic understanding of HTTP protocol.
Ability to navigate browser console and network logs.
Excellent communication and people skills and comfortable working directly with customers.
Strong analytical and problem-solving skills.
Experience writing helpdesk or technical documentation.
Experience utilizing a ticketing system (i.e. Intercom, Zendesk, etc.).
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