Technical Support Engineer

Qualia•Austin, TX

13h

About The Position

Qualia is seeking a Technical Support Engineer to support its Resware product, used by companies in the title insurance and settlement services industry. This role independently manages technical cases from initial response through resolution, performs installations, upgrades, and migrations, and serves as a trusted technical contact for customers and internal teams. The Engineer diagnoses complex issues involving application infrastructure, services, integrations, and data transmission; uses sound judgment to prioritize and escalate work; and partners with Engineering and other teams to improve product delivery and customer outcomes. The role is based in Austin, Texas, with remote possibilities for qualified candidates; Qualia also has offices in San Francisco, California, and Concord, New Hampshire.

Requirements

At least 5 years of direct experience providing technical advisory and debugging or investigation support to customers using Windows-based enterprise software.
Experience with IIS setup and configuration for Windows.
Ability to troubleshoot using logs and packet analysis.
Experience setting up and troubleshooting Windows Services.
Experience troubleshooting the .NET framework.
Microsoft SQL troubleshooting and query capabilities.
Web service experience, including API, JSON, and XML troubleshooting.
Experience with secure file transfer and third-party integration troubleshooting.
Experience performing or supporting enterprise software installations, upgrades, or migrations.
At least 2 years of proven experience working across business units such as Product Management, Engineering, Infrastructure, DevOps, and Customer Support.
Ability to develop and maintain customer relationships with diverse internal and external stakeholders, including senior executives, IT, technical support, customer support, and sales.
Comfort using AI tools for troubleshooting and research, with the judgment to validate their output.
Excellent organization, project management, time management, and communication skills.
Willingness to assist where needed and work collaboratively to improve customer support.
Availability for scheduled after-hours and occasional weekend work.
Bachelor's degree or equivalent experience in Computer Science or a related field.

Nice To Haves

Previous working knowledge of the real estate or title and escrow industry.

Responsibilities

Own technical support cases end to end, from triage through resolution, including key-account cases, and independently prioritize standard and urgent work.
Diagnose Resware application, service, and integration failures using error codes, application logs, and event logs, including background task failures, PGP and SFTP transfer errors, WCF binding and connection faults, and service startup problems.
Own integration support requests involving application configuration, services, or data transmission, and remain the customer's point of contact through resolution.
Plan and execute installations, upgrades, and migrations from test environments through production, including environment validation, customer testing, and sign-off.
Co-own release and upgrade readiness by building team enablement and supporting customers with follow-up issues.
Participate in the triage rotation and make routing, classification, and escalation decisions for the team.
Partner with Engineering on product defects and complex escalations, ensuring issues are documented and followed through to resolution.
Review and approve defect submissions from the team as needed, and own escalated cases that cannot be reproduced as the contact for both the customer and Engineering.
Lead remote troubleshooting sessions with customer IT teams and clearly communicate technical findings to technical and non-technical audiences.
Author and maintain documentation and runbooks, and identify process, tooling, and documentation improvements.
Use AI tools independently in case work, identify incorrect or incomplete results, and propose fixes.
Collaborate with Engineering, Infrastructure, and Professional Services to improve product delivery and customer outcomes.