About 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!
Job Summary
The Application Support Engineer (ASE) III provides advanced technical support for enterprise applications, ensuring the reliability and effective operation of business-critical systems. This role is responsible for investigating and resolving complex application issues, performing root cause analysis, and collaborating with engineering and product teams to address technical challenges. The ASE III independently manages support cases, conducts in-depth troubleshooting across application workflows and database layers, and ensures timely resolution of client-impacting incidents. In addition, this role contributes to knowledge sharing, supports continuous improvement of support processes, and provides informal mentorship to junior support engineers.
Responsibilities
Technical Problem Solving and Application Support
- Own the investigation and resolution of moderately complex production support incidents across assigned applications, ensuring timely remediation and minimal disruption to client operations.
- Diagnose issues across application workflows, database queries, and system integrations, identifying root causes and implementing sustainable corrective actions.
- Analyze SQL Server queries and database behavior to identify performance issues, data inconsistencies, or logic errors impacting application functionality.
- Apply structured troubleshooting methodologies to isolate technical failures and restore system functionality within defined service level expectations.
- Manage the end-to-end lifecycle of support cases, including triage, investigation, resolution, and documentation within the ticket management system.
- Ensure production issues are accurately documented, reproducible, and resolved in alignment with internal service standards and client expectations.
- Monitor recurring issues and contribute insights that reduce incident frequency and improve application stability and support efficiency.
- Execute operational support processes aligned with ITIL service management practices, including incident management, change coordination, and knowledge management.
Operational Execution and Service Delivery
- Manage the end-to-end lifecycle of support cases, including triage, investigation, resolution, and documentation within the ticket management system.
- Ensure production issues are accurately documented, reproducible, and resolved in alignment with internal service standards and client expectations.
- Monitor recurring issues and contribute insights that reduce incident frequency and improve application stability and support efficiency.
- Execute operational support processes aligned with ITIL service management practices, including incident management, change coordination, and knowledge management.
Customer Centric Experience/Relations
- Serve as a technical point of contact for clients experiencing application issues, conducting troubleshooting sessions to diagnose and resolve problems in real time.
- Translate technical findings into clear explanations and recommended actions for both technical and non-technical stakeholders.
- Maintain accountability for customer experience during support engagements, ensuring issues are addressed professionally and transparently.
Knowledge Development & Continuous Improvement
- Develop and maintain technical documentation and knowledge base articles that enable faster resolution of common issues and improve team troubleshooting capability.
- Identify opportunities to improve support processes, reduce ticket volume, and enhance operational efficiency, providing recommendations to team leadership.
- Maintain current knowledge of SQL Server technologies, application architecture, and platform updates to improve diagnostic effectiveness.
Team and Knowledge-Centric Collaboration
- Collaborate with Engineering, Product, and Customer Success teams to escalate complex issues, communicate root causes, and support long-term product improvements.
- Provide informal mentorship and technical guidance to junior support engineers to strengthen troubleshooting practices and team knowledge.
- Contribute to a collaborative support environment by sharing technical insights, documenting solutions, and assisting peers with complex investigations.
Requirements
- Advanced working knowledge of Microsoft SQL Server and T-SQL, including query analysis, stored procedures, joins, and performance troubleshooting.
- Strong verbal and written communication skills with the ability to explain complex technical issues clearly to both technical and non-technical audiences.
- Experience working in a client-facing technical support environment, including leading troubleshooting discussions and managing communication during incident resolution.
- Strong analytical and diagnostic skills for investigating application, database, and integration failures.
- Proficient in performing in-depth analysis, complex technical troubleshooting, and problem resolution.
- 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 working with Git-based source control systems for reviewing and troubleshooting code changes.
- Provide guidance and training to junior support engineers, fostering a culture of knowledge sharing and continuous improvement.
- Considerable experience with XML/XPath/XSLT technologies is a plus.
- 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.
- Experience with Code Check-in processes and applications such as GIT and ADO.
- Microsoft Office 365 experience and knowledge.
- Must be flexible with working hours to accommodate shifts as per business requirements
- Fluent English (Speaking, Reading, Writing)
Education/Certifications
- Bachelor's degree in information systems/technology, Computer Science, or a related field in technical engineering.
- Desired:5-7 years of experience using high-level troubleshooting skills involving an in-depth investigation into software workflows, processes, integrations, high-level SQL-Code investigation skills using Joins and Queries, and other code logic.
What We Offer
- 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.
- Charitable Donation matching, along with Volunteer.
- 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.
