Brokerage Support Engineer
Altruist
About Altruist
Altruist is a fast growing fintech company that's transforming the financial advice industry. Our mission is to make financial advice better, more affordable, and accessible to everyone. We’re a modern custodian built exclusively for registered investment advisors (RIAs). As we disrupt legacy custodians and revolutionize the $100T RIA market, we're seeking exceptional individuals to join our team. If you embody our core values of kindness, brilliance, and grit, and are passionate about making a meaningful impact, we want to hear from you!
About the position
Altruist is entering an exciting phase, and we're looking for a Brokerage Support Engineer to join our Brokerage Support team.
What you’ll do
- Work closely with the Head of Brokerage Support, as well as product and business teams.
- Manage and prioritize daily support tickets, working closely with CS, Compliance, and PDE teams to address issues efficiently.
- Provide a second level of support for all brokerage-related production issues.
- Act as the first point of contact for Client Success, Operations, and Compliance for any brokerage-related production issues that require further investigation.
- Perform initial technical troubleshooting, routing tickets to relevant engineering teams that can’t be resolved within the brokerage support group.
- Identify and resolve the root causes of issues, creating comprehensive documentation and escalating to Product Managers when required.
- Analyze complex problems spanning multiple user personas and workflows.
- Collect and analyze data to help the Product Team make informed roadmap decisions and suggest long-term solutions to mitigate recurring support issues.
- Focus on analyzing Java and SQL queries.
- Work on complex calculations to produce performance reporting in a consistent and accurate manner.
- Partner with CS and Product Managers to expand the Altruist knowledge base, including writing help center articles and developing new training materials.
- Act as the main point person for issues raised across multiple workstreams (Slack, Jira).
- Lead initiatives to reduce overall support ticket volume (e.g., working as intended tickets).
- Contribute content to our knowledge base to broaden its coverage.
- Support PMs with training and launch materials (e.g., launch decks).
What you’ll need
- 2+ years of prior experience working at a tech, fintech, banking, or broker-dealer.
- Proven expertise in incident management, including prioritization, escalation, and resolution.
- Excellent data analysis and problem-solving skills with the ability to work under pressure.
- Detail-oriented with a strong ability to collaborate across teams to solve complex problems.
- Quick learner with proficiency in adapting to new technologies, including tools like GraphQL for extracting necessary information.
- Experience with Datadog, SQL, JavaScript frameworks, Snowflake, and AWS.
- Ability to work Pacific hours from 11 am to 8 pm.
- Excellent troubleshooting skills.
- Hands-on experience working with Elastic, Salesforce, Tableau, Kibana, JIRA, Confluence, Retool, and Monitoring software.
- Affinity for a fast-paced, early-stage environment.
- Excellent verbal and written communication skills, skilled in documenting troubleshooting steps and creating knowledge base articles.\
Benefits
- Competitive salary and stock options
- Premium Healthcare, Dental, and Vision insurance plans
- Generous paid parental leave
- 401(k) savings plan with matching contributions
- Flexible paid time off
Total compensation includes a competitive benefits package along with equity in the form of Stock Options (ISOs). A salary offer will be determined by a number of factors including experience, skill level, internal pay equity, geographic location, and other relevant business considerations. We review all employee pay and compensation programs regularly to ensure fair, equitable, and competitive pay. At Altruist, we are committed to providing fair, equitable, and competitive compensation by leveraging market data to inform our pay bands. Base salaries will be reviewed at regular intervals throughout the year, typically in conjunction with performance review cycles. By evaluating compensation on a regular basis, we are able to reward high performance and ensure all employees have opportunities for growth.
Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Altruist we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role, but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.