Technical Support Engineer - Level 3

COMPANY: Canoe Intelligence

WEBSITE: https://canoeintelligence.com/

TITLE: Technical Support Engineer - Level 3

LOCATION: New York City (hybrid) or Fully Remote in the United States

SALARY: $90,000 - $115,000 (based on NYC, will be adjusted for geo)

The Role:

If you love diving deep into technical issues, solving problems, and supporting our east coast and EMEA customer needs on a day-to-day basis, we’re looking for you. As a Level 3 Technical Support Engineer, you’ll be working alongside the Client Support and Product teams to review Canoe’s client inquiries from a technical standpoint. In this role, you’ll have the unique opportunity to act as a subject matter expert on the client-facing, front-end of the application, as well have the technical experience to dig deeper into logs and directly within the database. This role will be viewed as a Level 3 Support resource that will review all support escalations to the Product team to confirm an application bug exists. This role will require strong organizational, problem solving, and internal & external client management skills. This role reports into the Sr. Manager of Client Support.

What You’ll Do:

• Be a Canoe product expert and understand how Canoe adds value to our clients workflows
  
• Be an expert technical contact for Canoe’s customers and internal resources, related to how-tos, troubleshooting, and training, including the Canoe API and other product integrations
  
• Bridge the Canoe Support and Product organizations to provide a deep level of review and replication of an issue before escalating to Product (Level 3 support)
  
• Test problems on a lower environment (Sandbox) to confirm issue is present and communicate workarounds where appropriate
  
• Conduct consultative conversations with clients and internal resources to help resolve their technical issues or other requests
  
• Manage internal stakeholders and external clients effectively by setting expectations when required
  
• Work cross-functionally with Canoe teams to solve client inquiries
  
• Respond to client inquiries in a consistent, concise and timely manner
  
• Collaborate with Canoe’s Product team to track trends across technical queries to provide feedback on most common issues
  
• Track the resolution of reported bugs, relying updates back to Support team when needed
  
• Facilitate enhanced client experience by contributing videos and articles to Canoe’s Knowledge Base
  
• Conduct client trainings focused on technical functionality and best practices
  
  

What We’re Looking For:

Required:

• Client-centric; a genuine interest to deliver results for customers
• Enjoys working in a collaborative environment, sharing best practices, and supporting teammates
• Ability to handle multiple client cases simultaneously, easily shifting to address critical issues
• Experience working with API calls
• Proficient in SQL and/or Snowflake for database troubleshooting
• Analytical, data-driven self-starter that is detailed-oriented and resourceful
• Problem-solver who thrives in diving into details when required
• Client and stakeholder management and organizational skills
• Experience (including internships) with Client Support tooling & reporting, such as Salesforce CRM, Helpjuice, Jira, Confluence
• Prior experience (including internships) in a technical and support capacity

Preferred:

• A basic understanding of bash, javascript, php, python and csharp for API scripting
  
• Knowledge of alternative investments
  
• New York Metro Area. Remote working acceptable with commensurate experience
  
  

What You’ll Get:

• Medical, dental, vision benefits
  
• Flexible PTO
  
• 401(k)
  
• Flexible work from home policy
  
• Home office stipend + wifi reimbursement
  
• Employee Assistance Program
  
• Gym reimbursement
  
• Education assistance
  
• Parental Leave
  
• Commuter benefits
  
  

Our Values:

• Client First —> Listen, and deliver client-centric solutions
• Be An Owner —> Take initiative, improve situations, drive positive outcomes
• Excellence —> Always set the highest standard for yourself and others
• Win Together —> 1 + 1 = 3

Who We Are:

Canoe is reimagining alternative investment data processes for hundreds of leading institutional investors, capital allocators, asset servicing firms and wealth managers. By combining industry expertise with the most sophisticated data capture technologies, Canoe’s technology automates the highly-frustrating, time-consuming, and costly manual workflows related to alternative investment document and data management, extraction and delivery. With Canoe, clients can refocus capital and human resources on business performance and growth, increase efficiency, and gain deeper access to their data. Canoe’s AI-driven platform was developed in 2013 for Portage Partners LLC, a private investment firm.

Canoe is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.