Client Support Engineer

• Versana is looking for an independent, results-driven problem solver who loves working with clients. The Client Support Engineer will play an important role in our client engagement process as the main point of contact for issue resolution
• You will represent the company while directly interacting with our top-tier clients and relaying their feedback to our product and technology teams to drive our development efforts. You are a team player who thinks outside the box and commits to solid processes, from monitoring production issues to delivering a best-in-class client experience
• Maintain subject matter expertise in syndicated loans and our platform
• Troubleshoot complex issues that span multiple technologies
• Own and manage client issues throughout its support lifecycle
• Collaborate with internal teams to resolve client issues
• Synthesize client feedback and clearly communicate to internal teams
• Proactively monitor production platform to identify and manage potential platform issues

Benefits

• Medical, dental and vision insurance covered 100%
• Company equity
• Disability and life insurance
• 401(k)
• Paid holidays, paid sick days and generous PTO

• Ability to work effectively in a team setting and be a hands-on team member
• 2-5 years of hands-on technical client support with a track record of exemplary customer service
• Strong multi-tasking skills to manage cross-functional responsibilities
• Familiarity with Restful APIs
• Knowledge of relational databases, ability to write basic SQL queries
• Knowledge of financial products or experience in a fintech company
• Understanding of SDLC
• Experience with ticketing systems and support workflows
• Knowledge of Object-oriented programming
• Willingness, flexibility and commitment required to thrive in a startup environment
• Strong verbal and written communication
• Experience with syndicated loans
• Knowledge of Institutional Lending
• Knowledge of Loan IQ
• Exposure to capital markets