Responsible for fielding level 2 support issues (internal support, technical in nature) for our Front Office web application. The Technical Support Analyst role is to interact with our internal users, to answer questions, provide manual support, replicate and troubleshooting issues, provide expertise in the software, communicate fixes, and investigate problems. This individual will be in constant communication with both the internal users, and the development teams that support the Front Office.
Responding, resolving, and following up on support requests, ensuring we meet our SLAs
Investigating application issues and finding the root cause through the use of technical tools
Providing technical details and context to bug cases in order to aid development
Writing basic SQL queries to investigate data issues
Writing SQL queries to manually update data for maintenance and support
Creating and publishing knowledge documents to help customers self-service
Strong analytical and problem-solving skills
Effective written and verbal communication skills
Self-driver with the ability to work autonomously as well as collaboratively
1+ year Clearwater experience
Experience writing SQL queries
Experience diagnosing or root causing technical software issues
Comfortable in using Excel to investigate data issues
About Clearwater Analytics®
Clearwater Analytics® is a global SaaS solution for automated investment data aggregation, reconciliation, accounting, and reporting. Clearwater helps thousands of organizations make the most of investment portfolio data with cloud-native software and client-centric servicing. Every day, investment professionals worldwide trust Clearwater to deliver timely, validated investment data and in-depth reporting.
Clearwater aggregates, reconciles, and reports on more than $3 trillion in assets across thousands of accounts daily for our Fortune 500 clients.