Technical Support Engineer

About Us:

insightsoftware is a global provider of reporting, analytics, and performance management solutions that unlock the potential of business data and transform the way finance and data teams operate. We empower leaders from over 32,000 organizations to make timely and intelligent decisions. Our comprehensive solutions span Financial Planning and Analysis (FP&A), Controllership, and Data and Analytics. We deliver finance teams the insights required to navigate any economic climate and drive greater financial intelligence, while increasing productivity, visibility, accuracy, and compliance. Learn more at insightsoftware.com.

Job Description:

Job Description 

Broker partners and their plan participants depend on accurate, timely data moving between Certent and brokerage platforms. As a Technical Support Engineer focused on broker integrations, you’ll be a primary technical contact for our broker partners, onboarding new broker integrations and keeping live integrations running smoothly. With US trades settling T+1, timing matters: you’ll often be the first to spot and resolve issues before the US market opens. 

Certent Equity Management is used by corporate stock plan administrators, brokers, transfer agents, auditors, and teams across tax, accounting, treasury, finance, payroll, legal, and HR to manage and report on equity compensation. 

You’ll also be a technical and equity-domain expert for our corporate and broker clients, and a key factor in their long-term satisfaction and retention. You’ll help clients with data interfaces, file feeds, automated processes, and reporting across the equity plan lifecycle: grants, vesting, exercises, releases, ESPP purchases, and the accounting and tax reporting that follows. You’ll be the voice of the client to our Engineering and Product teams. You’ll document and escalate product defects on behalf of support, services, and clients, help prioritize features for each release, and act as a subject matter expert on how equity plans work in practice. 

Primary Responsibilities 

• Serve as a technical point of contact for broker partners on integrations, data exchange, and file feed issues, coordinating with corporate clients when an issue affects both 

• Support new broker partners, including integration testing, file specification reviews, and data validation 

• Reconcile transaction data between Certent and broker platforms, such as exercises, sales, releases, and settlements, and resolve discrepancies 

• Triage time-sensitive broker issues that could affect participant trading or T+1 settlement, and manage cases through resolution in Salesforce 

• Support the data flows behind tax withholding (sell-to-cover, net settlement, and cash)  

• Communicate clearly with broker partners, clients, and internal teams during feed or settlement incidents, following defined escalation procedures 

• Support clients’ use and setup of Certent Equity Management to meet the accounting (ASC 718), tax, legal, and regulatory requirements of their equity plans 

• Monitor daily broker, transfer agent, and payroll file feeds for timeliness and accuracy, and help clients troubleshoot issues 

• Provide data analysis, report writing, file management, database auditing, and technical support on equity plan data 

• Test, document, and escalate unresolved cases that may be product defects or data issues to Engineering and Product Management, and help prioritize fixes and enhancements for each sprint release 

• Respond to direct customer inquiries during peak periods such as vesting events, ESPP purchase dates, and quarter and year-end reporting 

• Document knowledge base solutions for internal and external use 

• Maintain broker-facing documentation, including integration specifications, file layouts, and support procedures 

• Handle participant data in line with insightsoftware security and privacy controls 

Required Skills And Experience 

• Experience with US equity compensation, stock plan administration, or ESPP, whether in software support, plan administration, brokerage, consulting, or professional services 

• Working knowledge of equity award types (stock options, RSUs, PSUs, ESPP) and the plan lifecycle from grant through settlement 

• Understanding of how stock plan brokers and transfer agents work with issuers, including participant accounts, trade execution, and settlement 

• Understanding of trading constraints that affect plan participants, such as blackout periods, Rule 10b5-1 plans, and Section 16 reporting 

• Proficiency with SFTP, data management, and file interfaces, including common formats such as CSV and fixed-width 

• Proficiency with SQL and relational databases, including data analysis, report writing, auditing, and updating data via SQL scripting 

• Comfortable owning time-critical issues end to end with external partners while managing competing priorities 

• Demonstrated success in collaborative, team-centered environments 

• Strong analytical and problem-solving skills, especially tracing data discrepancies to their root cause 

• Excellent written, phone, and conversation management skills for working with external clients and internal stakeholders 

• Professional fluency in written and spoken English 

• Ability to work US business hours, starting by at least 8:00 AM Eastern 

• Preferred Skills And Experience 

• Knowledge of finance and accounting principles, specifically ASC 718 (Accounting for Stock-Based Compensation) as published by the Financial Accounting Standards Board (FASB) 

• Certified Equity Professional (CEP) designation, or progress toward it 

• Prior experience supporting or administering an equity management platform 

• Experience at a brokerage stock plan services desk or transfer agent, or supporting broker-facing integrations 

• Familiarity with file-based or API integrations between equity administration platforms and brokerage systems 

• Advanced Excel skills for data analysis, including formulas and functions 

• Familiarity with Python or REST APIs for data validation or automation 

• Salesforce and Jira experience 

• Exposure to agile methodologies 

• Bachelor’s degree or equivalent experience in Accounting, Finance, Mathematics, Engineering, Computer Science, or Management Information Systems 

 

 

 

 

The salary range in United States of America for this position is 65,000.00 to 81,000.00 USD Annual.

For sales roles, this range includes the commission target. For non-sales roles, this is a base salary only range; additional bonus eligibility may apply.

Your specific offer within this range will be determined by your skills, experience, and qualifications.

We are committed to pay transparency and fair compensation practices. If you have questions about our compensation approach, please don't hesitate to ask during the interview process.

Additional Information

All your information will be kept confidential according to EEO guidelines.

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At insightsoftware, we are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We are proud to be an equal opportunity workplace.