Product Support Senior Associate

TL;DR

Product Support Senior Associate (RightPro/Financial Software): Provide subject matter technical assistance for document management, composition, and print workflow systems with an accent on troubleshooting complex issues and Azure platform support. Focus on diagnosing root causes, resolving escalations, performing UAT, and validating deployments.

Location: US (Remote)

Company

Values-driven organization delivering innovative software and services for financial reporting and capital markets transactions.

What you will do

• Support clients on complex technical issues with RightPro products and services within SLA timeframes.
• Serve as escalation point for sensitive client problems, diagnosing and resolving independently.
• Research root causes, document defects, and identify workarounds for open issues.
• Track case histories, metrics, and reporting; assist with special projects and technical research.
• Participate in UAT for bugs and new features; perform build/deployment QA verifications.
• Improve support documentation and contribute to win-win project solutions.

Requirements

• Must be able to work weekends and holidays
• Strong knowledge of MAC and Windows operating systems.
• Proficiency in MS Office (Word, Excel, Access, Outlook) and SharePoint.
• Previous experience troubleshooting application-related problems; at least 2 years in software/application support.
• Superior analytical, organizational, communication, and multitasking skills.
• Conceptual understanding of databases, internet, XML, and QA processes.

Nice to have

• A minimum of 2 years of SEC filing experience.
• Experience in Financial Services industries.
• Experience supporting SaaS applications.
• Strong affinity for agile development practices.

Culture & Benefits

• Flexible workplace and comprehensive benefits.
• Opportunities for professional growth.
• "Win as One" mentality linking team success to client, shareholder, and employee satisfaction.
• Recognized as America's Most Loved Workplaces and Built In Best Places to Work.