Application Support Engineer I

Why Allvue We are Allvue Systems, the leading provider of software solutions for the Private Capital and Credit markets. Whether a client wants an end-to-end technology suite, or independently focused modules, Allvue helps eliminate the boundaries between systems, information, and people. We’re looking for ambitious, smart, and creative individuals to join our team and help our clients achieve their goals. Working at Allvue Systems means working with pioneers in the fintech industry. Our efforts are powered by innovative thinking and a desire to build adaptable financial software solutions that help our clients achieve even more. With our common goals of growth and innovation, whether you’re collaborating on a cutting-edge project or connecting over shared interests at an office happy hour, the passion is contagious. We want all of our team members to be open, accessible, curious and always learning. As a team, we take initiative, own outcomes, and have passion for what we do. With these pillars at the center of what we do, we strive for continuous improvement, excellent partnership and exceptional results. Come be a part of the team that’s revolutionizing the alternative investment industry. Define your own future with Allvue Systems! Allvue and Vista Equity Partners Allvue is proud to be part of the Vista Equity Partners portfolio; a leading global investment firm focused exclusively on enterprise software, data, and technology-enabled businesses. With $100B+ in assets under management and a portfolio of 90+ companies worldwide, Vista accelerates growth through proven operational best practices, global networks, and a long-term commitment to building category leaders. Being part of the Vista family means access to a powerful global ecosystem, shared innovation frameworks, leadership development programs, and a network of 90+ high-growth technology companies. Vista in India Vista has a deep and growing presence in India, with 45+ portfolio companies employing over 17,000 professionals across engineering, product, customer success, and operations. This ecosystem drives innovation, collaboration, and career mobility giving professionals exposure to global best practices while working on solutions that shape the future of enterprise software. Vista's Commitment to AI and Innovation Vista is pioneering the adoption of Agentic AI across its global portfolio through its Agentic AI Factory: a framework designed to help companies embed intelligent, autonomous AI systems into products, operations, and customer experiences. Portfolio companies benefit from advanced AI tools, shared innovation frameworks, and infrastructure that accelerates responsible AI adoption at scale; including AI training initiatives, portfolio-wide hackathons, and leadership forums. The Opportunity As an Application Support Engineer 1 (ASE 1), you will be charged with taking ownership of support tickets and related work and providing exceptional support while demonstrating high-level problem-solving skills and excellent customer experience. ASEs regularly triage incoming tickets, promptly distinguish Support work from Non-Support work, and troubleshoot and resolve surface-level problems for clients. ASEs also perform regular high-level, in-depth analysis and problem-solving to determine root causes, resolve tickets, and provide additional support tasks as needed by the business. The ideal candidate is self-motivated with excellent communication skills, specializing in Investment Accounting, and basic accounting concepts is an advantage. Experience in the Private Capital and Credit markets along with an understanding of financial concepts and industry practices. Additionally, the candidate should have foundational skills in reviewing SQL queries and stored procedures for data report generation and be familiar with business intelligence concepts. What You'll Do Technical and Standard Practices Conduct technical troubleshooting, identify root causes, and deliver solutions. Deliver exceptional support, demonstrating problem-solving skills, and ensuring excellent customer service. Regularly triage and swiftly resolve problems for clients. Proactively solve problems independently. Manage support tickets through the JIRA ticketing system, email, or phone submissions. Seek ways to enhance productivity and improve client satisfaction. Exhibit time-management and organizational skills to set reasonable deadlines for issue resolution. Demonstrate soft skills to communicate politely, professionally, and promptly with clients to explain complex issues and solutions. Collaborate with cross-functional team members (Development, Professional Services, Cloud Operations, Customer Success Managers, etc.) to enhance products and services. Customer Centric Experience/Relations Providing best-in-class customer experience/service. Proficiency and willingness to handle multiple daily customer calls involving screen-shares to collect details and troubleshoot technical problems at a professional and technical level. Practice professional-level soft skills when communicating with customers and internal staff. Take personal ownership of customer satisfaction in resolving Production client concerns and issues. Team and Knowledge-Centric Collaboration Write and maintain professional-level internal and customer-facing knowledge articles. Take the initiative to inform leadership to proactively improve the product, reduce ticket volume, and refine processes as business needs. Team attitude to collaborate or assist teammates or colleagues within the company on technical issues, processes, or product improvements. Be All-In with our company's Core Values (Be Open, Be Curious, Be Passionate, Own It) and Rally Cry (One Brand, One Strategy, One Foundation, One Culture). What You'll Bring Demonstrate strong research skills and gather knowledge to progress investigations through written knowledge articles, training videos, and hands-on testing. Effectively communicate problem or issue concepts, steps to replicate, root cause analysis, and resolutions to technical and non-technical audiences. Experience with tools such as Postman for API testing and integration troubleshooting. Experience in finance, customer service, or a related field preferred Familiarity with financial and accounting terminology, such as portfolio valuations, cash flow analysis, loan structures, and NAV reporting. Familiarity with financial systems and integrations, such as Markit, SS&C, and Investran. Personal, Computer, and Soft Skills Self-starter who can work independently. Detail-oriented, with solid organization and coordination skills. Excellent customer service, knowledge, and skills. Professional written and interpersonal skills. Experience with Confluence and Jira ticketing systems. Microsoft Office 365 experience and knowledge. (Outlook, Teams, Excel, OneDrive, SharePoint, etc.) Experience using Slack or other message systems. Education/Certifications Bachelor's or higher degree in Accounting, Finance, Business Administration, or a related field Experience in the private credit market, with a strong emphasis on accounting practices is a plus Language Skills Fluent English (Speaking, Reading, Writing) How You'll Succeed Drives Results Deliver consistently, even in tough conditions Ensures Accountability Hold yourself and your team to the standard Instills Trust Lead with honesty, integrity, and authenticity Instills Courage Lean into hard conversations and challenges Directs Work Run the work efficiently and effectively Collaborates Build partnerships across the organization How We'll Take Care of You Health Coverage options along with other voluntary benefits Enterprise Udemy membership with access to thousands of personal and professional development courses Competitive pay and year-end bonus potential Flexible PTO Charitable Donation matching, along with Volunteer and Voting PTO Numerous team building activities to promote collaboration in a fun and fast-paced work environment EEOC Statement Allvue Systems provides equal employment opportunities (EEO) for all employees and applicants for employment. We recognize the real value of bringing people together from diverse backgrounds, experiences and perspectives - we don’t just accept difference, we celebrate and support it. We are committed to advancing these efforts through our strategies to hire, promote, create and support a diverse and inclusive environment throughout our workforce and workplace. It is our policy to prohibit discrimination and harassment of any type without regard to 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. In addition, Allvue will provide reasonable accommodations for qualified individuals with disabilities. Global Inclusion Statement Allvue Systems is committed to building a diverse, inclusive, and equitable workplace where everyone feels they belong. We welcome applicants of all backgrounds, experiences, and perspectives because we know that the best ideas come from teams that reflect the world we serve. All qualified applicants will be considered for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, age, disability, or any other characteristic protected by applicable law.

Technical and Standard Practices Conduct technical troubleshooting, identify root causes, and deliver solutions. Deliver exceptional support, demonstrating problem-solving skills, and ensuring excellent customer service. Regularly triage and swiftly resolve problems for clients. Proactively solve problems independently. Manage support tickets through the JIRA ticketing system, email, or phone submissions. Seek ways to enhance productivity and improve client satisfaction. Exhibit time-management and organizational skills to set reasonable deadlines for issue resolution. Demonstrate soft skills to communicate politely, professionally, and promptly with clients to explain complex issues and solutions. Collaborate with cross-functional team members (Development, Professional Services, Cloud Operations, Customer Success Managers, etc.) to enhance products and services. Customer Centric Experience/Relations Providing best-in-class customer experience/service. Proficiency and willingness to handle multiple daily customer calls involving screen-shares to collect details and troubleshoot technical problems at a professional and technical level. Practice professional-level soft skills when communicating with customers and internal staff. Take personal ownership of customer satisfaction in resolving Production client concerns and issues. Team and Knowledge-Centric Collaboration Write and maintain professional-level internal and customer-facing knowledge articles. Take the initiative to inform leadership to proactively improve the product, reduce ticket volume, and refine processes as business needs. Team attitude to collaborate or assist teammates or colleagues within the company on technical issues, processes, or product improvements. Be All-In with our company's Core Values (Be Open, Be Curious, Be Passionate, Own It) and Rally Cry (One Brand, One Strategy, One Foundation, One Culture).

Demonstrate strong research skills and gather knowledge to progress investigations through written knowledge articles, training videos, and hands-on testing. Effectively communicate problem or issue concepts, steps to replicate, root cause analysis, and resolutions to technical and non-technical audiences. Experience with tools such as Postman for API testing and integration troubleshooting. Experience in finance, customer service, or a related field preferred Familiarity with financial and accounting terminology, such as portfolio valuations, cash flow analysis, loan structures, and NAV reporting. Familiarity with financial systems and integrations, such as Markit, SS&C, and Investran. Personal, Computer, and Soft Skills Self-starter who can work independently. Detail-oriented, with solid organization and coordination skills. Excellent customer service, knowledge, and skills. Professional written and interpersonal skills. Experience with Confluence and Jira ticketing systems. Microsoft Office 365 experience and knowledge. (Outlook, Teams, Excel, OneDrive, SharePoint, etc.) Experience using Slack or other message systems.