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 in the Seattle Area and looking for Product Support Engineers to join our team.

WHAT YOU WILL BE DOING

In support of Xpanse's production infrastructure, you will:

• Provide technical support for enterprise customers.
• Lead and Mentor a team of Product Support Engineers
• Act as the escalation point and maintain the highest level of product expertise outside of the development group.
• Troubleshoot technical issues to establish the root cause of problems and form a solution or workaround across a range of environments
• Reproduce customer issues and if necessary, file bug reports, escalate cases to engineering, and provide necessary documentation

• Provide ongoing support of the existing production, DevOps and disaster recovery infrastructure.
• Ensure all facets of the production and DevOps infrastructure are 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 and participate in an afterhours on-call rotation.
• Assist in Setting up and supporting the multiple cloud-based environments.
• Work in coordination with other internal teams (i.e., developers, product managers) to ensure the infrastructure fully and effectively supports current and planned application systems.

BASIC QUALIFICATIONS

• You have 7-8 years' experience in supporting large enterprise customers, preferably in an AWS based environment.

• Foundational understanding of Kubernetes
• Exceptional software and infrastructure troubleshooting, testing, and debugging skills

• Working knowledge of AWS
• Ability to analyze complex problems and present multiple solutions. • Effective communication skills; especially within teams and with technical information.
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• Possess a thorough understanding of Internet based technologies (DNS, Security, IP Routing, SSH, FTP, HTTP/HTTPS, Email Routing, etc.).
• Collaborative, team focus with experience working in a 24x7 uptime environment with an on-call component.
• Comfortable with collaboration, open communications and reaching across different production teams.
• Solid understanding of IP network technologies and software tools for performance monitoring and troubleshooting (Datadog, Cloud Watch are a plus.)

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.