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Solovis

Technical Support Engineer

Solovis United States

Software Development · 201-500 employees

19 h ago
Remote support-engineer Mid (2-5 yrs) Full-time United States
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About the role

The Technical Support Engineer provides Tier 2 support for software products by troubleshooting and resolving complex technical issues. They also collaborate with internal teams and maintain knowledgebase articles to facilitate customer self-service.

What they look for

Technical support Troubleshooting Technical aptitude Conflict resolution Documentation Software support Customer satisfaction Knowledgebase management

Requirements

Candidates should possess strong technical aptitude and experience in conflict resolution. The role requires the ability to isolate complex issues and effectively communicate solutions to both customers and development teams.

Full description

Technical Support Engineer

Solovis is a leading portfolio management and analytics platform helping institutional investors navigate today’s complex global markets with clarity and confidence. Backed by Insight Partners, were building the next chapter of growth by investing in people and product to raise the bar on quality and client outcomes. Our team is driven by a culture of disciplined execution, humility, and curiosity where AI is at the core of how we operate, innovate, and serve clients. At Solovis, you'll join a tech-forward, growth-minded team that believes in learning fast, thinking big, and delivering meaningful impact for asset owners worldwide.

The Technical Support Engineer provides in depth technical support (Tier 2) for our growing customer base and users of our software. The role will be responsible for providing support for products, working to troubleshoot, document, and resolve the highly complex technical issues, as well as collaborate with services, development, customer success and sales. Technical Support Engineers may review coding to isolate complicated issues and provide possible solutions to the development teams.

Key Responsibilities

  • Efficiently resolve a growing number of complex customer-reported cases, enhancing customer satisfaction.

  • Achieve and maintain a CSAT rating of at least 90% with a 10% response rate for all team-handled cases.

  • Produce and update knowledgebase articles regularly to aid customers and promote self-service solutions.

  • Consistently meet customer communication targets 95% of the time, ensuring timely updates.

Skills

  • Experience in technical aptitude

  • Experience in conflict resolution

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