Product Support Engineer 

It currently takes the same amount of time to process an average American mortgage as it does to walk nonstop from Manhattan to San Francisco! Xpanse is working to change that. 

It’s our mission to create a universal platform that brings clarity, ease, automation and security to the origination process. Our SaaS platform will power the mortgage industry and its relationships with a massive network of third-party providers that are integral to the mortgage process. By focusing on the customer, using automation, real-time intelligence, big data, and analytics we are changing the way borrowers, lenders, servicers, and service providers take care of business. 

Disrupting an industry is a team sport, so we are looking for the best and brightest to make an impact and change the future of an $11 trillion industry.  We are growing rapidly and looking for Product Support Engineers to join our team.

WHAT YOU WILL BE DOING

In support of Xpanse's Products and infrastructure, you will:

• Provide ongoing support of development, test and production environments, including DevOPS and disaster recovery infrastructure.
• Ensure system infrastructure is available and healthy on a 24/7 basis.
• Respond to alerts and take corrective action to ensure high-availability of our production and DevOPS environments through on-call rotation.
• Assist customers’ technical requests through troubleshooting and resolving issues within a timely and customer focused manner
• Document customer issues and work cross functionally with product development team to develop solutions

WHO YOU ARE 

• You have 3-5 years' experience working in a Cloud IT environment, preferably in an AWS based environment.
• You have excellent verbal, written, and diagram communication skills. You insist on excellent documentation, with objectivity, clarity and unambiguous content.
• You are articulate in communicating concepts and can communicate complex technology solutions to non-technical audiences when necessary.
• You place a premium on customer satisfaction.
• You have 3-5 years of experience supporting Enterprise Customers in customer facing roles.

BASIC QUALIFICATIONS

• In-depth knowledge of multiple AWS cloud services with experience building high availability, fault-tolerant infrastructure
• Basic knowledge of Kubernetes
• Solid understanding of performance monitoring and troubleshooting (Datadog, Cloud Watch are ideal)
• Heavy automation experience that adheres to infrastructure-as-code (Terraform and Ansible experience is ideal.)
• Collaborative, team focus with experience working in a 24x7 uptime environment with an on-call component.

PREFERRED QUALIFICATIONS

• Prior experience working with Zendesk or other support portal tools.
• A bachelor’s degree in computer science or related discipline is a plus.

Xpanse is an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.  

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