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The Implementation and Escalations Engineer is a key technical role focused on maximizing the value of the Loan Management Software (LMS) platform through the effective use of product extensions and custom solutions. This role is responsible for building, and automating complex workflows, managing data transfers and reporting, and ensuring seamless connectivity between the LMS platform and integrated systems such as Footprint, Taktile, and Workato. A crucial aspect of this position is managing and resolving highly escalated support topics and technical incidents related to the implementation, configuration, and function of these product extensions. The Engineer provides advanced troubleshooting, deep technical expertise, and cross-functional coordination to ensure long-term stability and customer success, and also guides internal teams on advanced technical problem-solving within the product extension ecosystem. Takes ownership of deep learning about our software, its functions, and how it fulfills our customers' needs and how they use the product.
Responsibilities
Develop and implement custom product extensions (e.g., configurations, custom endpoints, or third-party tools like Workato) to meet complex customer workflow, data transfer, and reporting requirements.
Automate and optimize internal and external processes using product extensions and integrated platforms (Footprint, Taktile, Workato, APIs) to drive efficiency and scalability.
Own and resolve high-priority, escalated support tickets related to product extension functionality, custom workflows, data integrity, and integration failures.
Apply expert-level troubleshooting to diagnose technical issues across the core platform, product extensions, and integrated systems.
Partner with Product, Engineering, and Support to investigate, document, and resolve high-priority customer-impacting problems, including bugs, configuration challenges, and workflow deficiencies in product extensions.
Mentors Technical Success team members to deepen technical knowledge of product extensions and strengthen advanced troubleshooting capabilities.
Works closely with Product Management to ensure escalated issues and recurring customer pain points related to product extensions inform the product roadmap.
Analyzes and tests programs and products prior to formal launch.
Requirements
Bachelor’s degree in Computer Science, Engineering, Finance, or related field; Master’s degree is a plus.
3+ years of experience in technical support, solutions engineering, or customer success, preferably within loan management or financial services software.
Demonstrated expertise in troubleshooting complex issues across integrated platforms, including LMS, Workato, and APIs.
Proven ability to manage high-priority escalations from intake to resolution while collaborating effectively with cross-functional teams, including Product, Engineering, and Support.
Strong analytical and problem-solving skills, with the ability to define KPIs, build operational metrics, and use data to drive strategic decisions.
Excellent communication and interpersonal skills, capable of articulating complex technical concepts to both technical and non-technical audiences.
Experience mentoring and training team members to elevate technical proficiency and overall team performance.
Demonstrated capacity to offer and receive constructive feedback, strategically adjust plans when needed, and execute them effectively.
