Solutions Engineer, Application Support

The Solutions Engineer, Application Support is a full-time, fully remote role with a rapidly growing government technology company. The main focus of this role is to provide technical support and triage customer issues, as well as implement fixes as needed. The ideal candidate will have experience in a similar role and possess strong troubleshooting and problem-solving skills. Working closely with the Customer Success and Customer Support teams, the Solutions Engineer will ensure that customers receive the highest level of service.

Triage, prioritize, and manage the L2/L3 user support backlog

Provide technical support to customers, including troubleshooting issues and providing solutions

Establish and maintain a deep understanding of Just Appraised product and integration offerings

Implement automation to improve support processes and increase efficiency

Collaborate with the Delivery, Customer Success, and Customer Support teams to resolve customer issues and identify root causes

Identify and document common issues and develop solutions to prevent them from recurring

Document common support issues and resolutions, maintaining a knowledge base for future reference

Experience in a similar role

Strong understanding of troubleshooting and problem-solving techniques

Ability to triage, prioritize, and manage user support backlog

Technical support skills, including troubleshooting and providing solutions

Knowledge and understanding of Just Appraised product and integration offerings

Experience in implementing automation to improve support processes and increase efficiency

Collaboration skills to work with Delivery, Customer Success, and Customer Support teams

Ability to identify and document common issues and develop solutions

Knowledge of Jira and Freshdesk for issue tracking and customer communication

Ability to fix simpler issues through customer config changes and code changes in C#/Java/Python

Attention to accuracy and detail in written and spoken communications

Self-motivated and results-oriented contributor

• Training and knowledge base to empower self-service by customers
• Stay up-to-date with new technologies and products
• Effective support and communication with customers and internal teams
• Utilization of Jira and Freshdesk for issue tracking and customer communication
• Fixing simpler issues directly through customer config changes and coding
• Attention to accuracy and detail in all contributions
• Self-motivated and results-oriented contributor
• Proven track record managing multiple projects simultaneously
• Data-centric approach to problem-solving
• Ability to multitask and deal with competing priorities
• Strong troubleshooting and problem-solving skills
• 3-5 years of experience in Application or Product Support Engineering or similar role
• Familiarity with automation tools and scripting languages
• Experience with Jira
• Strong communication and collaboration skills
• Ability to work independently and manage multiple tasks and priorities
• Strong written and verbal communication skills
• Nice to have: Experience working with databases and writing SQL
• Nice to have: Experience with C#/Java
• Nice to have: Experience using the Pandas library
• Diverse and inclusive work environment