Senior Technical Support Engineer

Fund Recs is an award-winning Irish Fintech, founded in 2013, dedicated to building the latest technologies to transform how data is managed, processed, and leveraged by the Funds industry.

Our no-code reconciliation and data transformation software takes on mundane, repetitive jobs and fully automates them, giving customers back valuable time to better serve their clients. Our platform supports over 3,000 users in more than 30 countries around the globe and we count some of the world’s largest financial services firms as clients. Industry leading fund administrators, depositories, audit firms, asset managers and 3rd party management companies trust Fund Recs’ software to deliver efficient solutions to mission critical problems across their businesses.

We’re going through a period of high growth and are just getting started. With our continuous investment in innovation and the deployment of new solutions, the opportunity in front of us is enormous.

Our team is expanding rapidly and we have a global footprint of more than 50 people. We have offices in Dublin, Waterford and New York and remote employees spread out from the west coast of North America all the way to Melbourne. We work flexibly and operate as a remote friendly company so our team in the vicinity of offices can choose the home / office arrangement that works best for them.

Please note: This role is based in the Republic of Ireland, and we cannot facilitate remote working outside of Ireland for this position. We cannot provide visa sponsorship for this role.

About the role

We're looking for a Senior Technical Support Engineer to join our Technical Support Engineering Team. They will be tasked with troubleshooting issues, identifying root causes, sometimes through liaising with developers and fixing or escalating the issue where appropriate. They will be expected to keep accurate records of discussions or correspondence while tracking issues through to resolution.

Together with the rest of the team, they will participate in the development of tools, systems, and processes which aim to identify improvement opportunities for both the customers and internal processes by improving product supportability and driving innovation and quality to improve overall operational efficiency.

What you’ll do

Monitor and manage the support ticketing system, including incoming requests from clients, to ensure timely response and issue resolution.

• Regularly monitor and track SLA compliance for all support tickets and cases.
• Maintain clear and detailed records within each ticket, including all communication with clients, steps taken to resolve issues, and any relevant troubleshooting notes.
• Communicate with clients in a prompt, professional and courteous manner, to provide updates on the status of their tickets and to gather additional information if needed.
• Document IT procedures, troubleshooting steps, and user guides to facilitate knowledge sharing and training.
• Use log analysis tools and techniques to detect patterns or anomalies that may indicate underlying problems, working to resolve them promptly to prevent customer disruptions.
• Assume ownership of system alerts and maintain ongoing coordination with other teams to enhance and optimize raised alerts.
• Document log analysis findings and resolutions to create a knowledge base of potential issues and their solutions.

What you’ll bring

• Have a technical degree in a relevant discipline (IT, Computer Science, Software Engineering etc.) or equivalent work experience.
• 4+ years of relevant work experience.
• Basic working knowledge and experience of Cloud Computing.
• Be self-motivated, flexible and a quick learner.
• Able to work to a deadline, alone and as part of a team.
• Have a strong technical and problem-solving ability.
• Strong interpersonal skills and ability to establish strong working relationships with colleagues and clients.
• Focus on the customer and solving their problems.
• Always be looking for a better way to do things and be willing to question convention.
• Strong communication, and organizational skills.

Technical Stack

We use Groovy/Grails, Java, MySQL, Hibernate, tomcat, jQuery, React. We make extensive use of AWS, including EC2/VPC/ELB/AutoScaling/S3/SQS/RDS/ElasticSearch

Jira Service Management as our Ticket Managing Systems, Confluence as our Knowledge base and Kibana as our Logging system.

Experience using the above is a bonus but not a requirement. We like quick learners and if you can bring in tools we're not already using, all the better.

Our Benefits

• 25 days annual leave in year 1, with an extra day per year of service up to 30 days
• 5% employer matched pension contribution
• Family Health Insurance coverage for you and your dependents through VHI
• Equity scheme, so you can share in our success
• Life Assurance Plan
• Professional Development budget up to €750 per year for short term learning opportunities
• Tuition reimbursement up to €3,500 towards higher education fees
• Career growth: we have a defined progression framework with regular promotion reviews – we want our people to grow with us!
• Gym membership: up to €350 per year towards a sports club subscription of your choice
• Employee referral scheme: generous cash bonus available for successful employee referrals
• Wellness: our team have access to an Employee Assistance Programme, and we also run regular wellness talks for our team
• Home office set up; budget towards the purchase of home office equipment and full tech set up
• Generous paid leave for new parents
• Volunteering leave to support the local communities in which we live and work
• Peer led monthly ‘lunch and learn’ sessions on topics suggested by our team

Diversity and inclusion are a priority for us, we embrace diversity in all its forms and our aim is for all team members to flourish and achieve their full potential. We are committed to a policy of Equal Employment Opportunity and will not discriminate on the basis of gender, ethnicity, sexual orientation, religion, civil or family status, age, disability or race. Treating people with respect, and providing equal opportunities for employment, growth and advancement is of the utmost importance to us.

Your privacy

Any information you submit through our job application process will be used for the purposes of assessing your fit for a role at Fund Recs. You can learn more about how your data is used and your rights in our privacy policy.