End User Support Specialist

Description

Job Location

The primary work location for this role is Trivandrum with a hybrid work model.

About Envestnet

Envestnet is an adaptive WealthTech company that is redefining the future of wealth management by helping advisors meet the moment with its comprehensive technology, actionable insights, and industry leading support. Backed by over 25 years of experience and approximately $7.0 trillion in platform assets, Envestnet is trusted by over one third of financial advisors across leading banks, wealth managers, brokerages, and RIAs.

For a deeper look at how Envestnet is shaping the future of financial advice, visit www.envestnet.com.

The Team You'll Join

Global Technical Support (GTS) is Envestnet's Level 2 end user support team, with team members in Trivandrum, Raleigh, Denver, and Berwyn. We take on the complex and escalated issues that go beyond first-contact resolution, including work escalated from our Global Service Desk (L1), and we manage the full endpoint lifecycle for Envestnet employees, from new hire onboarding through device refresh and decommissioning.

Trivandrum is our largest GTS site and the team works closely with Cyber Security, engineering, and platform teams on rollouts, remediation, and change, and plays a direct role in how employees experience technology across the company.

How You'll Contribute

You'll be a senior technical resource in Trivandrum and the main connection point between GTS and the Global Service Desk, leading projects that span both teams and partnering directly with shift leads to get work done and keep recurring issues from coming back.

• Serve as the technical escalation point for the Global Service Desk (L1), resolving issues surfaced from the front line and returning documented guidance to prevent recurrence.
• Act as the primary liaison to GSD shift leads, partnering on ticket trends, handoffs, process gaps, and training needs across shifts.
• Drive project and remediation work by assigning well-defined L1 tasks to the Global Service Desk, coordinating effort and tracking completion.
• Lead special projects and initiatives spanning both the Global Service Desk (L1) and Global Technical Support (L2) teams, from intake through implementation.
• Independently troubleshoot complex problems spanning endpoint, application, connectivity, and infrastructure issues, applying advanced diagnostics and log analysis.
• Manage endpoint lifecycle activities including new hire onboarding, device refreshes, imaging, and decommissioning using Intune/Autopilot standards.
• Coordinate zero-day remediation with Cyber Security, driving response for novel vulnerabilities and packaging fixes for broad deployment.
• Embed with project and platform teams to shape end-user communications and represent the user-experience perspective on rollouts and changes.
• Identify chronic issues through Problem Management, own root cause analysis, and drive durable fixes with cross-functional teams.
• Author and maintain knowledge articles and runbooks for the broader team and Service Desk, and provide training and guidance to team members.

What You'll Need to Bring

• Bachelor's degree in technology or a related field, or equivalent combination of education and work experience.
• Experience leading technical projects or remediation efforts involving multiple teams.
• Hands-on experience with endpoint management tooling (Intune/Autopilot or equivalent) across Windows and macOS.
• Working knowledge of ITIL practices, specifically incident, problem, and change management.
• No direct reports; this is an individual contributor role.

Nice-to-Haves

• 6+ years of experience supporting enterprise end-user environments, including handling escalated and complex issues.
• Jira Service Management and Confluence experience.
• ITIL Foundation certification.
• Experience working with globally distributed, shift-based support teams.
• Experience mentoring or coaching technical support staff.
• Scripting experience (e.g., PowerShell) for troubleshooting or automation.
• Strong written and verbal communication, with the ability to explain technical issues to non-technical audiences.
• Comfortable managing competing priorities and driving work forward with limited oversight.

Why You'll Enjoy Working at Envestnet

Help shape the future of WealthTech. At Envestnet you'll gain hands-on experience and collaborate with some of the industry's brightest minds to deliver meaningful, innovative solutions that make a real difference.

We value flexibility in how and where work gets done, and we recognize strong performance with meaningful rewards—because your contributions should drive both business success and your own personal growth. If you're looking for a place where your work has impact, your development is supported, and your contributions are truly valued, Envestnet is where you can build your future.

The opportunity is now!

Our Investment in You

At Envestnet, our total rewards philosophy is designed to attract, motivate, and grow exceptional talent. We offer competitive, market-aligned compensation complemented with performance-linked incentives and rewards programs that recognize and reward impact.

In addition, we provide a comprehensive suite of benefits - subject to Envestnet's plan eligibility rules - that support your overall well-being, including medical insurance for you and your family, annual health check-ups, free online doctor consultations and telemedicine services, subsidized health club memberships, and an employee assistance program. Our investment in you means supporting you professionally, financially, and personally at every stage of your journey with us.

Our Commitment to Inclusion & Belonging

Envestnet is an Equal Employment Opportunity employer and does not discriminate in employment on the basis of religion, race, color, caste, sex, gender, gender identity or expression, pregnancy, age, disability, medical condition, nationality, ethnic origin, marital status, or any other status protected under applicable Indian law. This commitment is in accordance with the Constitution of India and applicable labor and employment laws. All employment decisions are made solely based on merit, qualifications, performance, and business needs.

We strive to provide an inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation, please contact us at [email protected]. Please include your full name, the title of the role you are applying for, and the accommodation necessary to assist you with the recruiting process.

Recruitment Fraud

At Envestnet, safeguarding the trust and safety of job seekers is a top priority. We are aware that scammers may impersonate Envestnet recruiters or create fake job opportunities to deceive candidates. Review the information on our recruitment fraud awareness page to help you recognize and avoid recruitment fraud.