Technical Support Engineer

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About the role

At Qualia, we've built the leading B2B real estate technology that transforms the home buying and selling experience into a simple, secure, and enjoyable process. Our SMB and Enterprise products bring together users from across the real estate ecosystem---homebuyers and sellers, lenders, title and escrow agents, and real estate agents---onto a single shared digital closing platform, providing greater clarity and transparency to real estate transactions. Today, through our business customers across the country, millions of consumers use Qualia to close on homes every year. WHAT YOU'LL WORK ON 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 YOUR BACKGROUND THAT LIKELY MAKES YOU A MATCH • 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 troublesh

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