The Team:
The MyVest Technical Operations team is an integral part of the Client Delivery group. Providing best in class service to all stakeholder, frontline systems defense, and bug tracking. Overseeing the smooth integration of new releases and analysis of reported problems for existing iterations, the team works around the clock to keep down times to a minimum.
The Opportunity:
- Provide resolution and outstanding customer service for Tier 3 support issues on our cloud-based enterprise wealth management platform.
- Work closely with both Tier 2 support and internal MyVest teams (ex Engineering, Systems Administration, etc) to escalate tickets appropriately.
- Engage with customers via email and phone to qualify their needs.
- Monitor systems performance and utilization generating regular reports for management.
- Support Engineering and QA in the testing of applications before they go into production.
- Maintain detailed, accurate logs of all issues via Jira and Slack.
- All members of the support team are included in an overnight live application coverage rotation.
About You:
- Strong ability to prioritize a high volume of requests and achieve customer satisfying resolutions quickly.
- Detail oriented and able to follow complex processes consistently.
- Eager to make suggestions and bring new ideas to the table.
- Highly personable with an ability to communicate complicated technical information in a clear and concise manner.
- Strong awareness of needs for confidentiality.
Ideal Experience:
- Experience working at as a Tier 3 support engineer for enterprise scale organizations, including partnering with offshore resources.
- Hands on experience with cloud-based systems.
- Strong working knowledge of Linux, Python, SQL, and Jira.
- Substantial experience creating automation scripts as well as supporting DevOps with technologies including Jenkins, GitLab, Docker, and Kubernetes.
- Have worked in an environment supporting external stakeholders with both high and low levels of technical knowledge.
- Understanding of the requirements of a highly regulated product and the needs of financial institutions.
Nice to have:
- Knowledge of AWS.
- Working with B2B SaaS tools in a financial setting
- NoSQL databases such as Redis and Cassandra.
- Eagle Star investment accounting platform.
- Wealth management industry knowledge.
Location:
- While MyVest is in a hybrid (office and work-from-home) work model, this role is required to be in the office frequently. MyVest will fill this position in the San Francisco Bay Area only.
Compensation and Benefits:
- Base salary for this role will be between $167,000 to $184,000. Placement in this range depends upon a variety of factors including prior relevant experience and skill set.
- The range listed above is just one component of MyVest's total compensation package for employees. Other compensation includes an annual bonus, long-term incentives, and program-specific stipends.
- Generous coverage of medical, dental and vision insurance premiums — for you AND your family
- 401(k) match
- Annual professional development stipend
- Professional coaching program
- Multiple wellness programs
- Flexible paid time off
- 10 weeks paid parental leave
- Volunteer time off
- Robust corporate charitable matching program
- Tons of perks
In addition, MyVest provides a variety of rich benefits and programs dedicated to your career growth, physical, mental and financial wellness, and work/life balance:
Equal Opportunity Employment Statement
MyVest is committed to providing equal opportunity across all employment practices and we believe our employees have the right to a diverse and inclusive workplace.
Assistance for those with disabilities or accessibility needs.
MyVest offers support for those who need assistance with our online application process to provide an equal employment opportunity to all job seekers, including individuals with disabilities.
If you are a U.S. based applicant and desire a reasonable accommodation to complete a job application please contact our talent acquisition team.
Email: [email protected]
Top Skills
What We Do
MyVest builds enterprise wealth management technology for the digital age. Driven by a vision for client-centric advice, we empower firms to deliver personalized portfolios at scale. Headquartered in San Francisco, we operate as an autonomous subsidiary of TIAA. Learn more at myvest.com.
