Insightsoftware is a growing, dynamic computer software company that helps businesses achieve greater levels of financial intelligence across their organization with our world-class financial reporting solutions. At Insightsoftware, you will learn and grow in a fast-paced, supportive environment that will take your career to the next level. We are looking for future Insighters who can demonstrate teamwork, results orientation, a growth mindset, disciplined execution, and a winning attitude to join our growing team!

The Technical Support Engineer is critical to the long-term satisfaction and retention of our corporate and broker clients.  In this role you will be a point of contact interacting with insightsoftware Engineering and Product teams, responsible for reporting product defects on behalf of the support and services teams and our corporate clients. You will work collaboratively across those teams to prioritize features for inclusion in each product update and act as a subject matter expert for our engineers. You will also work with our broker partners on questions and issues relating to data interfaces, file feeds, automated processes, and custom reporting needs.

Primary Responsibilities

• Act as subject matter expert on equity compensation related questions and issues brought to us by our customers (equity compensation industry training will be provided, but prior experience in this field is ideal).
• Learn the various ways our software meets the accounting, legal, tax and other regulatory requirements of our customers and assist them in the use of and proper set up of those features.
• Test, Document, and escalate unresolved customer cases that may be product defects or data issues to engineering and product management.
• Act as subject matter expert for product and engineering teams on the features available within our systems.
• Work closely with product and services teams on prioritizing items for each sprint release.
• Coordinate pre-release user acceptance testing with Technical Support Specialists and report back any problems to product and engineering.
• Act as escalation point for our Technical Support Specialists, including attending meetings with clients to understand and resolve issues and questions.
• Ensure post sprint release closure of completed work items within Salesforce.
• Assist in responding to direct customer call, chat or email inquiries during peak volume.
• Prioritize and manage customer cases via Salesforce case tracking system.
• Document knowledgebase solutions for internal and possible external use.

Desired Skills and Experience

• Bachelor’s degree or equivalent experience in Mathematics, Engineering, Computer Science, Accounting, or Management Information Systems preferred but not required
• Minimum of 3 years in a client facing  IT /Technical Support/Engineering
• Advanced Excel skills, including formulas and functions for data analysis is strongly desired 
• Exposure to, or experience with, agile methodologies and environments preferred but not required
• Demonstrated technical proficiency and experience including SQL, FTP, data management, file interfaces
• Salesforce and Jira application knowledge a plus
• Strong work ethic and time management expertise
• Demonstrated success working in highly collaborative, team-centric environments
• Well-developed problem-solving skills
• Excellent written, phone, and conversation management skills needed to interact with external clients and internal stakeholders
• Strong desire to learn and produce innovative solutions

Preference will be given to candidates with the following specific skills/experience:

• Understanding of or experience with the executive compensation, stock plan, and ESPP industries, including but not limited to software support, administrative support, consulting, or professional services
• Knowledge of finance and accounting principles, specifically ASC 718 (Accounting for Stock Based Compensation) as published by the Financial Accounting Standards Board (FASB)
• Certified Equity Professional designation

All your information will be kept confidential according to EEO guidelines.

*** Please note, this position is remote during Covid-19. The expectation is to be on site in Raleigh NC when it is safe to return to the office. ***

** At this time insightsoftware is not able to offer sponsorship to candidates who are not eligible to work in the stated work location. **