[Hiring] Technical Support Engineer @Qualia

Role Description

As Qualia embarks on its next phase of growth, we are seeking a Technical Support Engineer for our Resware product, which is used by leading companies in the title insurance and settlement services industry. You understand infrastructure, are not afraid of looking at stack traces, logs, or code, and can walk customers through complex issues and provide them with a clear path to resolution. You are driven by providing successful outcomes for our customers, and do not give up easily.

The Technical Support Engineer independently owns technical cases from first response through resolution and performs installations, upgrades, and migrations of the Resware platform and associated services. The Engineer will build a deep understanding of the product and its customer environments, make sound judgment calls on priority and escalation, and serve as a trusted technical point of contact for customers and internal teams alike. This function is proactive in nature and is designed to deliver a higher level of partnership with the customer.

Responsibilities

• Own technical support cases end to end, from triage through resolution, including those for key accounts, and prioritize a mixed queue of standard and urgent work independently.
• Diagnose Resware application, service, and integration failures from error codes, application and event logs: background task failures, PGP and SFTP transfer errors, WCF binding and connection faults, and service start problems.
• Own integration support requests end to end where the issue sits in application configuration, services or data transmission, and stay 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 through follow-up issues.
• Take part in triage rotation, making routing, classification, and escalation decisions for the team.
• Partner with Engineering on product defects and complex escalations, ensuring issues are well documented and followed through to resolution.
• May review and approve defect submissions from the team, and own escalated cases that can't be reproduced as the point of contact for both the customer and Engineering.
• Lead remote troubleshooting sessions with customer IT teams and communicate technical findings clearly to both technical and non-technical audiences.
• Author and maintain documentation and runbooks, and identify process, tooling, and documentation improvements.
• Use AI tooling independently across case work, identify where it returns wrong or incomplete answers, and propose fixes.
• Collaborate with Engineering, Infrastructure, and Professional Services teams to improve product delivery and customer outcomes.

Qualifications

• 5+ years of direct experience providing technical advisory and debugging/investigation (such as a support engineer position) to customers using Windows-based enterprise-level software, including:
• IIS setup and configuration for Windows.
• The ability to troubleshoot using logs and packet analysis.
• Windows Service setup and troubleshooting.
• .NET framework troubleshooting.
• Microsoft SQL troubleshooting and query capabilities.
• Web service experience, including API, JSON, and XML troubleshooting.
• Secure file transfer and third-party integration troubleshooting.
• Experience performing or supporting enterprise software installations, upgrades, or migrations.
• 2+ years proven track record working across business units such as Product Management, Engineering, Infrastructure, DevOps, and Customer Support.
• Proven ability to develop and cultivate lasting customer relationships with a diverse set of internal and external constituencies including senior-level executives, IT, technical support, customer support, and sales.
• Comfort using AI tools in troubleshooting and research, with the judgment to validate their output.
• Excellent organization, project management, time management, and communication skills.
• Willingness to assist wherever needed; a team player who will work within the company to continue improving the way customers are supported.
• Available for scheduled after-hours and occasional weekend work.
• Bachelor's degree or equivalent experience in Computer Science, or related field.
• Previous working knowledge of the real estate or title and escrow industry a plus.

Benefits

• Comprehensive health plans.
• 401k program.
• Commuter benefits.
• Professional development.
• Parental leave.
• Flexible time off policy.
• Robust online onboarding program to train new hires.
• Biweekly all hands meetings.
• A variety of internal virtual events to keep employees connected.