Job Description
Title: Client Support Engineer
Location: United States
EST timezone – Remote USA
Who We Are
Roostify is a venture-backed fintech company committed to transforming traditional mortgage lending into a modern, enjoyable experience. Simple to implement and engineered to deliver a secure end-to-end process, Roostify’s transformational technology includes easily configurable workflows and a deeply integrated platform to foster an accelerated and personalized home buying journey.
Some of the largest banks in the world rely on Roostify to empower lenders to confidently guide customers and help them unlock life’s big moments.
Here are some interesting facts to help you get to know Roostify:
- Roostify is helping lenders process more than $50 billion on loans each month, from large enterprise banks to thriving independent brokerages
- Our CEO, Rajesh Bhat was named one of the 100 Most Intriguing Entrepreneurs at the 2021 Builders + Innovators Summit by Goldman Sachs
- 2020 Google Cloud Technology Partner of the Year Award for AI and ML
- Two time HousingWire’s Tech100 Award Winner
- Active members of NAMMBA – the National Association of Minority Mortgage Bankers of America
- We are a distributed team and we have Roosties in 23 different states
Challenges You Will Solve
As a Technical Support Engineer, you will be responsible for helping customers by diagnosing and resolving complex technical issues in a high contribution role with exciting technical challenges. We are looking for brilliant experts that are curious, persistent and happy digging through the platform from logs to code.
What You’ll Do
- Reproduce, triage, identify and resolve technical issues, replicating customer instance as needed
- Configure Roostify’s core platform to meet requirements
- Document issues, author and review knowledge base articles
- Meticulous case management and RCA documentation
- Collaborate with Engineering as needed to provide solutions
- Manage critical customer issues, facilitating communication between customers, DevOps, Engineering, Product, Technical Program Managers and Customer Success.
- Serve as the customer advocate for timely resolution of issues and handling escalations to meet Service Level and Customer Satisfaction goals
- Mentor less experienced Support Engineers providing support in the day-to-day and in their ongoing troubleshooting skill sets
- As required participate in off-hours support activities, including a rotational on-call schedule
- This role is based remotely. You will need to be comfortable with working with a distributed team to support our customers within Pacific/Eastern/Central time
What You’ll Bring
- At least 3-4 years of experience as a Client Support Engineer
- Experience testing, debugging issues, fixing configuration (using YML) prior to escalating to engineering.
- Experience providing direct support to external customers by phone, chat and/or electronically
- Exceptional communication skills, both written and verbal. Able to communicate complex concepts simply and concisely
- Worked with or exposure to server-side web application framework written in Ruby or Javascript MVC framework
- Experience supporting enterprise application solutions, including more than one of the following Web Technology: HTML, CSS, JavaScript, YML, HTTP requests and common error codes
- Experience in performing log analysis of events and audits with Splunk
- Experience working with REST APIs and interacting with them using Postman
- Experience with a support ticketing system Zendesk or Salesforce is preferred
- Proficient in the Google Docs suite
- Mortgage industry experience or knowledge is a bonus
- Bachelor of Computer Science degree or equivalent
Roostify HQ is located in San Francisco, CA, and we are open to remote work within the Eastern timezone USA for this role.
Benefits & Perks
At Roostify we know that people do their best when they feel their best; we care about our people and want them to thrive. Here are some of the benefits we’re proud to offer our full-time team members:
- Competitive Salary & Equity Packages
- Health, Dental, and Vision Plans
- 401K with match
- Flexible Vacation Time
- Tuition Reimbursement Program
- Bonus Program