Application Support Engineer

Information Technology Remote, United States


Description

Position Summary

As an Application Support Engineer, you need to demonstrate high technical literacy and ability around applications and systems. Provide technical support to internal and external users of our proprietary/custom loan origination application platform. Answer technical questions, troubleshoot problems, and guide users to achieve productive use of our software and systems.

Application Support is responsible for managing the resolution of application and system issues that arise across a business. GoodLeap is seeking candidates with both business skills and technical knowledge and demands an ability to manage multiple high-level tasks under pressure. The Application Support Engineer is to ensure a high level of satisfaction with our products and services. This is a self-driven position that requires a commitment to driving issues to full resolution.

About GOODLEAP

We provide friendly financing options for those who dream of living a more sustainable lifestyle and want to save money using modern technology. Our collective mission is to make a positive impact on the planet, build lasting relationships with our valued partners and customers, and deliver a tech-enabled financing experience that is simple, fast, and frictionless.

We are creating a financial ecosystem that connects billions of dollars of capital to millions of homeowners that want to convert their outdated houses into modern, smart, energy-efficient homes. By unlocking access to numerous products that help people achieve better sustainability, we are revolutionizing the home improvement industry and protecting our only planet.

As part of our world-positive initiative, we are also the official sponsor of GivePower – a foundation that uses solar-based solutions to power life’s basic needs for people in developing regions of the world.

If you have an unstoppable desire to make a meaningful impact on our planet and help mission-driven businesses and consumers achieve a more sustainable future, join us.

Learn more about our perks and culture! 

  • Competitive pay
  • Comprehensive benefits package

Essential Job Duties and Responsibilities

• Learn and become an expert on GoodLeap’s products
•  Provide support by evaluating functionality of modules: troubleshoot bugs, test fixes, and verify functionality based on customer need or feedback
• Proactively take ownership and responsibility for support cases, executing tests, and publishing results where required
• Provide regular and frequent communication to ensure customers are fully advised as to the progress being made toward issue resolution
• Effectively and professionally communicate complex technical issues to departments within GoodLeap, such as product management, software engineering, and quality assurance
• Compose internal documentation that reflects all activity related to resolution of support requests
• Contribute to the body of knowledge by creating and maintaining knowledge base articles and other technical documents
• Be an advocate for installation partners and investment customers; maintain ownership of requests and follow through consistently until resolution is provided; proactively collaborate in a team environment with peers to assist in resolving customer issues
• Strive to minimize initial response time as well as time from the initial contact to resolution
• Participate in the determination of root cause for service failures and support escalations

Required Skills, Knowledge and Abilities

• Bachelor’s Degree in a technical or a related field, or an equivalent combination of education and experience
• 3+ years of work experience providing enterprise level technical support for a B2B company
• Speak and write with ease, clarity, and impact, using a communication style appropriate to the subject and the audience; must be fluent in English
• Good critical thinking and problem-solving skills
• Fast learner with a technical curiosity and high aptitude
• Commitment to customer satisfaction and quality service
• Extraordinary customer service and relationship management experience
• The ability to effectively shift priorities and work at a rapid pace
• Technology exposure to AWS Services such as CloudWatch, DynamoDB, Elasticsearch, Cognito, S3, IAM etc.
• Strong understanding of at least one database language
• Proficiency in at least one programming language such as Java, C, C++, JavaScript, Ruby, or PowerShell
• Display a strong work ethic and do whatever it takes to get the job done
• Able to thrive in a fast-paced environment

Additional Information Regarding Job Duties and Job Descriptions

Job duties include additional responsibilities as assigned by one's supervisor or other managers related to the position/department. This job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties and other skills required for the position. The Company reserves the right at any time with or without notice to alter or change job responsibilities, reassign or transfer job position or assign additional job responsibilities, subject to applicable law. The Company shall provide reasonable accommodations of known disabilities to enable a qualified applicant or employee to apply for employment, perform the essential functions of the job, or enjoy the benefits and privileges of employment as required by the law.

If you are an extraordinary professional who thrives in a collaborative work culture and values a rewarding career, then we want to work with you!  Apply today!

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