Technical Support Engineer

Job Title: insightsoftware Recruitment – Technical Support Engineer (Equity Management)

Company Name: insightsoftware (Magnitude Software)

Role: Technical Support Engineer

Job ID / Requisition ID: REQ001083

Department: Customer Support & Success

Employment Type: Full-Time

Job Location: United States (USA - Remote)

Work Mode: 100% Remote

Company Overview:

insightsoftware is a global provider of reporting, analytics, and performance management solutions that unlock the potential of business data and transform the way finance and data teams operate. With over 32,000 customer organizations worldwide, insightsoftware provides automated, real-time access to critical financial information and data-driven insights. Through comprehensive platforms like Certent Equity Management, insightsoftware empowers public and private companies to streamline complex equity administration and financial compliance.

Role Summary / Purpose:

insightsoftware’s Equity Management platforms have redefined how public and private organizations manage cap tables, equity plans, and stock compensation. As a Technical Support Engineer, you will play a critical role in customer retention, adoption, and satisfaction by providing advanced technical support, diagnosing application issues, and guiding enterprise clients through complex reporting and data configurations.

Key Responsibilities:

Provide high-touch technical and application support to enterprise clients utilizing insightsoftware’s Equity Management platforms.

Deliver data analysis, report generation, file management, and customized data imports/exports for client accounts.

Investigate, troubleshoot, and resolve complex application bugs, system errors, and data discrepancy inquiries.

Collaborate closely with Product Development, Engineering, and Quality Assurance (QA) teams to reproduce issues, escalate product bugs, and verify hotfixes.

Guide clients through platform setup, functional capabilities, and best practices via email, phone, and screen-sharing sessions.

Document support interactions, technical resolutions, and customer workflows within internal knowledge bases and CRM tools.

Maintain high adherence to response and resolution Service Level Agreements (SLAs).

Eligibility Criteria & Qualifications:

Education: Bachelor’s degree in Computer Science, Information Technology, Finance, Business Administration, or a related discipline (or equivalent practical work experience).

Experience: 2+ years of professional experience in technical support, application support, or customer-facing SaaS product support.

Location Requirement: Remote role based in the United States with legal US work authorization.

Required Skills & Technical Competencies:

Advanced Spreadsheet Analysis: Strong Excel skills, including advanced formulas, VLOOKUP/XLOOKUP, pivot tables, and data manipulation functions for reporting and analysis.

Technical Troubleshooting: Strong analytical mindset with proven ability to isolate software anomalies and diagnose data integrity issues.

Support & Collaboration Tools: Familiarity with CRM and ticketing platforms (such as Salesforce) and issue-tracking software (such as Jira).

Communication Skills: Excellent written and verbal communication skills with the ability to explain complex technical concepts clearly to non-technical stakeholders.

Time Management: Strong work ethic and time management skills to balance multiple concurrent customer support tickets.

Preferred / Good to Have:

Domain knowledge of equity compensation, stock administration, cap tables, or financial reporting workflows.

Familiarity with Agile/Scrum development methodologies and software release cycles.

Basic understanding of SQL querying and relational database structures.