Systems Support Engineer

This is a fully remote position, open to applicants in Texas.

📋 Description

• Deliver first- and second-level technical assistance for appraisal production systems and associated business applications.

• Diagnose, troubleshoot, and resolve issues related to applications, systems, and workflows.

• Act as the main point of contact for appraisers and operations personnel regarding inquiries related to systems and technical support.

• Configure, maintain, and provide support for appraisal software, integrations, and user accounts.

• Monitor system performance, identifying opportunities to enhance reliability and efficiency.

• Record issues, resolutions, and support processes in ticketing and knowledge management systems.

• Escalate intricate technical problems to software vendors or internal IT teams.

• Engage in application testing, software updates, system implementations, and new feature launches.

• Collaborate with business stakeholders to automate workflows and improve processes.

• Aid in data validation, integration troubleshooting, and ensuring data integrity.

• Create user documentation, training materials, and support guides.

• Conduct user training and onboarding for appraisal-related systems and applications.

• Monitor recurring issues and propose long-term solutions.

• Uphold system security by adhering to access controls, compliance standards, and company policies.

• Participate in on-call or after-hours support as necessary for critical system issues.

• Resolve user problems promptly to minimize business disruptions.

• Enhance application stability and boost user adoption.

• Decrease recurring support tickets through proactive problem resolution.

• Identify and execute workflow enhancements.

• Collaborate with assessment and appraisal operations, IT, and software vendors to achieve business objectives.

⛳️ Requirements

• A Bachelor's degree in Information Technology, Computer Science, Business Information Systems, or a related field, or equivalent professional experience.

• 3–5 years of experience in supporting business applications or enterprise software.

• Background in troubleshooting software applications and technical issues in a customer-facing support capacity.

• Strong analytical and problem-solving abilities.

• Exceptional verbal and written communication skills.

• Excellent organizational skills with the capability to manage multiple priorities.

• Proficiency in Microsoft Office Suite.

• Experience with ticketing systems, such as Zendesk, and documenting technical issues.

• Preferred: Familiarity with appraisal, assessment, valuation, mortgage, or real estate technology platforms.

• Preferred: Experience with SQL queries and database troubleshooting.

• Preferred: Understanding of APIs, system integrations, or middleware platforms.

• Preferred: Experience with CRM, ERP, or workflow management systems.

• Preferred: Knowledge of appraisal management workflows and valuation procedures.

• Preferred: Experience in supporting SaaS applications within a cloud-based environment.

• Ability to convey technical concepts to non-technical users.

• Strong troubleshooting and root cause analysis capabilities.

• Capacity to work independently while collaborating across various departments.

• A mindset focused on continuous improvement and operational efficiency.

• Strong attention to detail with a commitment to delivering high-quality support.

• Ability to quickly learn new applications and technologies.

🏝️ Benefits

• Primarily operates in an office or remote office setting.

• Occasional after-hours support may be required during system upgrades or critical production issues.

• May be involved in project implementations outside of normal business hours.