Technical Support Analyst – Application Support (Recon)
At HedgeServ, we’re redefining what’s possible in fund administration. With more than $700 billion in assets under administration, we partner with the world’s most forward-thinking investment managers – across private equity, private credit, endowments, hedge funds and more – to deliver seamless, tech-enabled solutions that drive performance.
Our proprietary platform, enhanced by machine learning and robotic process automation, gives clients real-time insights and unmatched control over their operations. Alongside our technology, we offer award-winning service through our team-based approach -- led by a deeply experienced team of industry experts. Our solutions span the full investment lifecycle, including fund accounting, middle office, risk, compliance, tax, and investor services.
We’re a future-focused company, empowering our people through a robust career development framework, clear career trajectories with structured learning paths, training, and progression plans. We invest in leadership development and in our collaborative culture, creating space for talent to grow. Our corporate values – Relationships, Support, Innovation, and Expertise – create a sense of shared purpose and belonging, and we recognize our employees sit at the core of our success. We continue to innovate and evolve through our employees, working together to achieve our shared vision and mission.
HedgeServ supports employees through a variety of offerings, including remote and hybrid working arrangements, and fully paid comprehensive health and well-being benefits. We’ve been recognized as an employer of choice, earning a top 100 workplaces designation.
Founded in 2008, HedgeServ has grown into a global organization with over 2,000 experts across the globe, with offices in the United States, Grand Cayman, Ireland, Poland, Bulgaria, Luxembourg, the Philippines, and Australia. We’ve earned numerous accolades, including Top Overall Administrator, along with #1 rankings for providing alternative asset services in Accounting, Technology, Client Service, Investor Services, Alternative Fund Expertise, Reporting, and Regulatory Expertise.
Department Overview
The Application Support team is responsible for the setup, maintenance, and ongoing support of HedgeServ’s proprietary reconciliation and fund administration software. This software is used by Fund Accounting teams to independently value client portfolios, ensuring accuracy and reliability in client asset management.
Role Purpose
Recon Support plays an essential role in supporting the daily receipt, validation, and transmission of broker files through secure file transfer channels. This position is operationally focused, with responsibilities centered on broker communication, FTP monitoring, and resolving file delivery issues. The analyst ensures files are processed accurately and promptly in accordance with defined Service Level Agreements (SLAs).
This position is well-suited for individuals beginning their career in Application Support, and who have a strong interest in:
Broker-facing communication
File delivery and FTP operations
Financial data processing environments
Primary Focus Areas
Broker communication and coordination
FTP and secure file transfer monitoring
File validation and processing
SLA-driven operational support
Key Responsibilities
Broker Communication
Clearly and professionally communicate with external brokers regarding the status of file deliveries.
Provide timely updates on files that are missing, delayed, or rejected.
Respond to broker inquiries using established communication and escalation protocols.
Escalate unresolved broker issues to senior team members as needed.
FTP & File Transfer Support
Monitor inbound and outbound broker files delivered via FTP and other secure file transfer mechanisms.
Identify common FTP-related issues, such as delayed delivery, incorrect file naming, permission errors, and connectivity problems.
Validate files for completeness, proper format, size, and content prior to processing.
Operational & Application Support
Monitor the processing status of broker files within the reconciliation application.
Resolve standard support tickets related to broker file processing within SLA requirements.
Maintain and utilize existing XML workflows, JSON configurations, and Excel-based file maps.
Assist with testing and verification of file processing changes when necessary.
Documentation & Process Adherence
Update and maintain operational documentation related to broker file delivery and FTP processes.
Follow established procedures, controls, and audit requirements.
Adhere strictly to communication, escalation, and change management guidelines.
Required Skills & Experience
Technical & Operational Skills
Understanding of FTP and secure file transfer concepts.
Familiarity with AWS technologies, especially Kibana for logs and troubleshooting.
Advanced Microsoft Excel skills, including formulas and data validation.
Ability to read and interpret XML files.
Basic understanding of SQL and data structures.
Strong attention to detail and a structured approach to problem-solving.
Communication Skills
Strong written and verbal communication skills.
Confidence in communicating with external brokers and internal stakeholders.
Ability to provide clear and accurate status updates under time pressure.
Education / Background
Degree in Computing, Information Systems, Computer Science, or equivalent professional experience.
Autonomy & Decision Making
Works under supervision while following established procedures.
Escalates non-standard or high-impact issues to senior team members.
Responsible for accurate execution of assigned tasks and timely communication.
