Job Details

Position Summary:

The Software Support Engineer provides advanced technical support for software applications, focusing on Tier 2 issue resolution, client onboarding, and customization. This role ensures smooth client implementation, resolves complex technical problems, and executes database scripts to support application functionality. The engineer acts as a liaison between clients, internal teams, and development, delivering exceptional service and technical expertise.

Position Responsibilities:

• Investigating and resolving production incidents: Analyzing and documenting solutions for production issues, debugging, and performing complex testing.
• Troubleshooting and debugging: Identifying and resolving software defects, performance issues, and other technical problems.
• Root cause analysis: Identifying the underlying causes of issues to prevent recurrence.
• Developing and implementing solutions: Coding, testing, and deploying fixes and enhancements to improve application stability and performance.
• Maintaining documentation: Creating and updating technical documentation, such as user guides, troubleshooting procedures, and knowledge base articles.
• Collaborating with other teams: Working with development, QA, and infrastructure teams to resolve complex issues and improve software quality.
• Monitoring application performance: Tracking key metrics, identifying potential issues, and optimizing application performance.
• Ensuring compliance: Following established software development lifecycle (SDLC) methodologies and risk guidelines.
• Tier 2 Support: Diagnose and resolve escalated technical issues beyond Tier 1 capabilities, including software bugs, performance problems, and configuration errors.
• Client Onboarding & Customization: Assist new clients with setup, configuration, and customization of software solutions to meet business needs.
• Database Script Execution: Run and validate SQL scripts for data migration, updates, and troubleshooting.

Qualifications:

• 3+ experience in Tier 2 technical support
• Strong technical skills in relevant programming languages and technologies: MERN, C#, .Net, Entity Framework, T-SQL
• Experience in the Mortgage sector
• Open-Source experience is a plus
• Experience with Microsoft Azure or general cloud development.
• Experience with Cross-browser, Adaptive/Responsive development and design.
• Experience with scalable and secure web architecture
• Experience with Visual Studio and/or Postman
• Strong communication and interpersonal skills.
• Familiarity with ITIL framework (or similar) and incident management processes.
• Experience with source and version control systems, caching frameworks
• Experience with various SDLC methodologies (Scrum, Kanban, Hybrid)
• Ability to recommend, design and implement new code seamlessly
• Experience with client onboarding and software customization.
• Familiarity with scripting and automation tools.
• Knowledge of RESTful APIs and scalable web architecture.
• Proficiency in troubleshooting and debugging software applications.

Must be able to pass a Federal, State, and Local criminal background check. Any job offer will be based on the results of the background check.