Solutions Engineer, Application Support

About Just Appraised 

We build software that uses natural language processing (NLP) and AI to help local governments work faster, more accurately, and more efficiently. Over 120 local government entities in 25 states rely on us to help drive revenues and provide important services that power society. 

About the role

This is a full-time, fully remote role to join a rapidly growing government technology company. The Solutions Engineer, Application Support will focus on providing technical support and triaging customer issues, as well as implementing fixes as appropriate. The ideal candidate will have experience in a similar role, as well as a strong understanding of troubleshooting and problem-solving techniques. In this role, you will work closely with our Customer Success and Customer Support team to ensure our customers receive the highest level of service.

What you'll do

• 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.

What we value

• Attention to accuracy and detail in all contributions including written and spoken communications

• Self-motivated, high energy, results oriented contributor who thrives in a fast-paced setting

• Proven track record managing several projects simultaneously across multiple functional and remote teams

• Data centric approach to problem solving with a passion and skill in analyzing data, configuration, and logs to troubleshoot integration issues

• Ability to mutli-task and deal with competing and shifting priorities

Qualifications

• Strong understanding of troubleshooting and problem-solving techniques

• 3-5 years of experience in an Application or Product Support Engineering or similar role, providing technical support

• 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-Haves

• Experience working with databases and writing SQL

• Experience with C#/Java

• Experience using the Pandas library

Our culture

• EQ > IQ: We value great minds and the ability to communicate with empathy

• Customer Comes First: We work closely with our clients to understand their needs and how they use our products

• Start-to-Finish Ownership: We take responsibility for anything we can influence

• Actively Practice Inclusion: Creating a diverse and inclusive team is as important to us as building a good product

• Fast-Paced Environment: The “growth mindset” is key to our success. If it won’t break anything, go for it!