Product Support Engineer

🕒 February 21

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SS&C Technologies

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1986

🏦 Banking

💳 Fintech

Banking • Healthcare • Fintech

SS&C Technologies is a global leader in financial services and healthcare technology, recognized as the world’s largest independent hedge fund and private equity administrator, as well as the largest mutual fund transfer agency. The company offers a comprehensive range of solutions including asset management, banking, healthcare, insurance, and wealth management, leveraging proprietary software and extensive expertise to meet the operational needs of clients across multiple industries.

📋 Description

• Troubleshooting, analysing technical problems and working with the customer and Blue Prism developers to resolve technical roadblocks • Ensure all issues are resolved or escalated to the proper resources in a timely fashion • Manage communications with customers at all levels to maintain positive relationships • Managing customer issues within our CRM system • Manage customer support technical issues daily, including verifying issues, isolating and diagnosing the problem, and resolving the issue where possible • Provide technical support to customers, partners, sales engineers and post-sales consultants via telephone, email and the web • Reproduce product behaviour to determine the problem root cause and to find workarounds and solutions • Coordinate with other teams to assist in identifying, reporting and resolving product defects • Write, review and maintain knowledge base articles • Proactively contribute to the correct development of P1 BCS incidents • Support and mentor other team members

🎯 Requirements

• College diploma or bachelor's degree in a technology-related field (or equivalent work experience) • 3+ years of industry experience in supporting enterprise software components • Excellent written and verbal communication and problem-solving skills are essential • A high degree of analytical, troubleshooting and problem-solving abilities • In-depth knowledge and ability to troubleshoot currently supported Windows operating systems (servers and clients) • Strong Windows administration skills with the ability to diagnose Windows system issues using the Windows Event Viewer logs • In-depth knowledge and understanding of virtualisation technologies and platforms (e.g. Citrix, VMware, Hyper-V) • Thorough understanding of and ability to use and troubleshoot the Microsoft Office suite (specifically MS Excel & Outlook) • Thorough understanding of TCP/IP networks and security, LAN/WAN communication and configurations • Understanding of KCS (Knowledge Centred Service) • Good formal documentation skills • Strong relationship management skills, establishing empathy with customers through insight into their business drivers and expectations.

🏖️ Benefits

• Professional Development Reimbursement, including access to SS&C University • Competitive holiday scheme • Competitive benefits designed to support the well-being of our staff • Hands-On, Team-Customised training throughout your career