Solutions Engineer, Application Support

The Solutions Engineer, Application Support role at Just Appraised is a full-time, fully remote position in 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 when necessary. The ideal candidate will have experience in a similar role, possess strong troubleshooting and problem-solving skills, and work closely with the Customer Success and Customer Support teams to ensure the highest level of service for customers. Key responsibilities include managing user support backlog, providing technical support to customers, and staying up-to-date with new technologies and products to ensure effective support.

• 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 to empower self-service by customers
• Stay up-to-date with new technologies and products to ensure effective support
• Communicate effectively with customers and internal teams to ensure customer satisfaction
• Utilize Jira and Freshdesk for issue tracking and customer communication
• Fix simpler issues directly through a combination of customer config changes and C#/Java/Python code changes.

• 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 base management to empower self-service by customers
• Stay up-to-date with new technologies and products
• Effective communication skills with customers and internal teams
• Experience with issue tracking and customer communication tools like Jira and Freshdesk
• Ability to fix simpler issues through customer config changes and code changes in C#/Java/Python

• Salary: $75-90k USD + equity + benefits
• Fully remote role
• Technical support and troubleshooting experience
• Opportunity to work with a rapidly growing government technology company
• Collaboration with Customer Success and Customer Support teams
• Opportunity to implement automation to improve support processes
• Opportunity to identify and document common issues and develop solutions
• Knowledge base to empower self-service by customers
• Opportunity to stay up-to-date with new technologies and products
• Effective communication with customers and internal teams
• Utilization of Jira and Freshdesk for issue tracking and customer communication
• Opportunity to fix simpler issues directly through customer config changes and code changes
• Attention to accuracy and detail valued
• Self-motivated and results-oriented work environment
• Ability to manage multiple projects simultaneously
• Data-centric approach to problem-solving
• Ability to work independently and manage multiple tasks and priorities
• Strong written and verbal communication skills
• Nice to have: experience with databases and writing SQL, experience with C#/Java, experience using the Pandas library
• Inclusive and diverse work environment