Technical Support Engineer bridging Support and Engineering for Foundant’s nonprofit and philanthropic SaaS products. Investigating complex issues, managing escalations, and driving confirmed fixes.
LP
EagleOps Support Specialist
Posted via LinkedIn Recruiter (not a company profile)
Posted 8 months ago
About the role
- Provide Level 4/5 Eagle platform support, troubleshooting performance issues, managing upgrades, and ensuring SLAs. Collaborate with global teams and document procedures.
Responsibilities
- Responsibilities: Provide Level 4/5 support for Eagle platform, covering ~400 active users and handling ~200 recurring questions related to data, accounting setup, and system functions. Manage concurrency and responsiveness, ensuring SLAs of 5-minute initial response and 30-minute resolution are consistently met. Troubleshoot and resolve performance issues, job failures, missing data, and concurrency bottlenecks, leveraging Eagle’s Performance module. Support Eagle upgrades (700+ use cases), utilizing deep functional expertise in areas such as Trade Operations, Fund Accounting, and IPA. Handle user access, password resets, and security items with high attention to compliance and audit standards. Assist with failed file reprocessing, job monitoring, and run-book maintenance. Address complex functional questions by leveraging GAM context and deep understanding of Eagle setup and data flows. Participate in on-call support and escalate critical issues as needed, ensuring minimal business impact. Collaborate with global support teams, contractors, and business users to maintain stability and continuously improve support processes. Document troubleshooting steps, knowledge articles, and support procedures to enhance team knowledge base. Support and contribute to performance diagnostics and optimization efforts.
Requirements
- Requirements: 4+ years of hands-on Eagle platform support, ideally at L4/L5 level, supporting Finance, Trade Ops, or Asset Management functions. Deep understanding of Eagle’s architecture, modules, and use cases, with experience supporting 700+ use cases and upgrades. Strong experience handling concurrency, system performance tuning, and troubleshooting Eagle jobs and data issues. Proficiency in Eagle’s Performance modules, job scheduling, and monitoring tools. Knowledge of GAM contexts such as Trade Operations, Fund Accounting, and IPA. Familiarity with user management, security protocols, password management, and access controls. Experience supporting large-scale environments with multiple users and contractors. Ability to work quickly and effectively under pressure, with a customer-centric approach. Excellent communication skills, with the ability to articulate technical issues to both technical and non-technical stakeholders. Willingness to support 24/7 operations as part of a global support team.
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