Application Support Engineer

ABOUT US :

We are Alter Domus. Meaning “The Other House” in Latin, Alter Domus is proud to be home to 85% of the top 30 asset managers in the alternatives industry, and more than 5,000 professionals across 23 countries.

With a deep understanding of what it takes to succeed in alternatives, we believe in being different. Invest yourself in the alternative, and join an organization where you progress on merit, where you can speak openly with whoever you are speaking to, and where you will be supported along whichever path you choose to take.

Find out more about life at Alter Domus at careers.alterdomus.com

Alter Domus is currently seeking an Application Support Engineer to join our team.

This is a highly visible position that will require daily interaction with business users to provide support for troubleshooting and resolving issues, handling ad hoc service requests, and managing releases.

You will work closely with our Engineering and Product Teams to deliver best-in-class support to our growing user base.

This is a unique opportunity to participate in a stable and fast-growing business which has a demonstrated track record of career advancement and rewarding talent.

Responsibilities :

• Provide Level 1 & 2 support, including problem replication, documentation, triage, and resolution of issues. Adhere to established Service Level Agreements (SLAs) for response and resolution times, ensuring timely and effective support for all user inquiries and issues.
• Serve as the primary point of contact for Saas users, Service Delivery and Onboarding teams regarding support needs.
• Utilize ServiceNow to monitor the support queue and document all product support issues raised.
• Perform high level and detailed data analysis of financial data from private equity clients from a variety of sources, including General Ledger systems, Excel spreadsheets, and proprietary or legacy systems and aligning to the CapAssure data formats and database structures.
• Be part of a global and dynamics Applications Services team.
• Collaborate with software development team to research and identify permanent solutions to recurring issues.
• Understand underlying data models in the system to troubleshoot and track down anomalies / issues.
• Execute, maintain, and enhance existing SQL queries for everyday system configuration requirements across various client deliverables within the product pipeline.
• Ensure all issues are properly logged and provide prompt and clear feedback on error resolutions.
• Maintain and update technical knowledge documentation.
• Exhibit a customer-oriented attitude; our associates understand that putting customers first is part of the team’s DNA.
• Demonstrate the ability to progress your technical and business skills.
• Provide accurate and timely resolution of issues, escalating when necessary.
• Occasionally participate in the resolution of high-severity issues that arise outside of normal business hours, as needed.
• Escalate and communicate outage notifications in a timely manner to internal users.
• Seek opportunities to learn, automate, document, share, educate, and improve processes where appropriate.
• Work closely with application and infrastructure teams to stay informed of changes that could affect site functionality and viability.

YOUR PROFILE :

What we’ll look for on your CV :

Bonus Skills / Experience :

WHAT WE OFFER :

We are committed to supporting your development, advancing your career, and providing benefits that matter to you.

Our industry-leading Alter Domus Academy offers six learning zones for every stage of your career, with resources tailored to your ambitions and resources from LinkedIn Learning.

Our global benefits also include :

Equity in every sense of the word :

We are in the business of equity, in every sense of the word. For us, this means taking action to ensure every colleague has equal opportunity, valuing every voice and experience across our organisation, maintaining an inclusive culture where you can bring your whole self to work, and making Alter Domus a workplace where everyone feels they belong.

We celebrate our differences, and understand that our success relies on diverse perspectives and experiences, working towards shared goals and a common purpose. Thanks to the work of our Group DE&I Committee and network of DE&I Champions, we empower all of our people to be truly invested in the alternative.

We are committed to ensuring an inclusive recruiting and onboarding process. Please contact our hiring team if you require any accommodations to make our recruitment process more accessible for you.

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