Solutions Engineer, Applications Support

Solutions Engineer, Application Support

Salary: $75-90k USD + equity + benefits

US and Canada

The Role:

Just Appraised is seeking a highly skilled Solutions Engineer, Application Support to join our Delivery Operations team. This is a fully remote full-time opportunity to join a growing government technology company. This role will focus on providing technical support and triaging customer issues, as well as implementing automation to improve support processes. The ideal candidate will have experience in a similar role, as well as a strong understanding of troubleshooting and problem-solving techniques. In this role, you will work closely with our Delivery team, Customer Success team, and Customer Support team to ensure our customers receive the highest level of service.

Key Responsibilities:

• Collaborate with the Delivery, Customer Success, and Customer Support teams to resolve customer issues and identify root causes
• Utilize Jira and Freshdesk for issue tracking and customer communication
• Triage, prioritize, and manage the L2/L3 user support backlog
• Implement automation to improve support processes and increase efficiency
• Establish and maintain a deep understanding of Just Appraised product and integration offerings
• Document common support issues and resolutions, maintaining a knowledge base to empower self-service by customers
• Stay up-to-date with new technologies and products to ensure effective support
• Provide technical support to customers, including troubleshooting issues and providing solutions
• Communicate effectively with customers and internal teams to ensure customer satisfaction
• Identify and document common issues and develop solutions to prevent them from recurring

What we Value:

• Proven track record managing several projects simultaneously across multiple functional and remote teams
• Attention to accuracy and detail in all contributions including written and spoken communications
• Ability to mutli-task and deal with competing and shifting priorities
• Self-motivated, high energy, results oriented contributor who thrives in a fast-paced setting
• Data centric approach to problem solving with a passion and skill in analyzing data, configuration, and logs to troubleshoot integration issues

Qualifications:

• Ability to work independently and manage multiple tasks and priorities
• Strong communication and collaboration skills
• Strong written and verbal communication skills
• Familiarity with automation tools and scripting languages
• Strong understanding of troubleshooting and problem-solving techniques
• Experience with Jira
• 3-5 years of experience in an Application or Product Support Engineering or similar role, providing technical support

Nice to Have:

• Experience with supporting SSO
• Experience with APIs and integrations
• Experience with Freshdesk

Our Culture

We are passionate about building a diverse and inclusive environment. We are looking for teammates who care about encouraging different points of view, engaging in healthy debate, and want to work on the hard skills of practicing inclusion on a daily basis.