Job Description

Sr. Technical Support Engineer, LM - 180791
El Segundo, CA
Customer Success – Technical Support
Full time

Ellie Mae (NYSE:ELLI) is the leading cloud-based platform provider for the mortgage finance industry. Ellie Mae’s technology solutions enable lenders to originate more loans, reduce origination costs, and reduce the time to close, all while ensuring the highest levels of compliance, quality and efficiency. Visit‪ EllieMae.comto learn more.
The Senior Technical Support Engineer acts as a technical detective as a subject-matter expert and a product-area expert to provide support to our customer base utilizing Velocify products, services, platform technologies, and workflows.  As an escalation point, the Senior Technical Support Engineer endeavors to deliver complete resolutions in a timely and consistent manner to address our customers’ questions, concerns, and errors encountered in their use of, and interaction with Velocify products and services within their business.  The Senior Technical Support Engineer may be deployed virtually to manage and drive resolution of escalated customer issues through creative and inventive problem solving, and is routinely called upon to assist support analysts in complex troubleshooting efforts.  A key responsibility of the Senior Technical Support Engineer is to drive product and operational knowledge within their team, and across the organization. 

Key Responsibilities
+ Develop and effectively apply learned technical expertise of Velocify software solutions by testing, replicating, and verifying customer problems and logging issues to development.
+ Resolve complex problems reported by the customer to the agent in a timely manner.
+ Drive resolution of cases across assigned team to support and drive service level attainment to departmental standards. 
+ Mentor and coach team members in and understanding of the systems and departmental policies and procedures to drive attainment of departmental standards.
+ Recognize systemic customer-impacting problems, and respond appropriately per departmental procedure by effectively prioritizing and escalating these problems, when applicable.
+ Strive for first-call resolution, balancing completeness of resolution and quality of service while maintaining appropriate technical escalation rates in accordance to departmental standards.
+ Manage case backlog to departmental standards. 
+ Thoroughly and accurately document details of all internal and customer interactions in appropriate case management system. 
+ Develop relationships cross functionally to drive overall goals for the department. 
+ Participate in internal meetings to drive customer view for the Product Team and SaaS Operations. 
+ Additional primary duties consist of interdepartmental and organizational collaboration including teams such as: Professional Services, Engineering, Product, QA, DevOps, and CloudOps teams; initiating and handling events surrounding incident management.
Other responsibilities of the role include defect identification and user story generation via collaboration with QA and Product to identify and validate issue resolutions; Building internal tools to increase efficiency behind high level troubleshooting; Clearly and succinctly documenting new-found resolutions to be reference-able across the entire organization; Remain up to date on latest technologies and in house software, product features etc. and mentor less senior staff in the same.

Required Qualifications  
+ B.S. or B.A. Computer Science, Computer Engineering, Business Systems or equivalent.
+ Proven ability to read and write complex SQL statements.
+ Knowledge of XML and web application technologies in a Windows environment.
+ An understanding of object-oriented and relational model concepts.
+ Possesses job-relevant technical knowledge to a degree commensurate with the responsibilities of the role.  Is recognized and regarded as a subject matter expert. 
+ Possesses an ability to manage own time to department and to team standards and expectations.

Preferred Qualifications 
+ Collaborates: Partners and works collaboratively to meet shared objectives. Cooperative; Fair; Trustworthy. 
+ Communicates Effectively: Develops and delivers, with excellent written and oral communications. Communicates effectively in large and small groups, and one-to-one.  Deliver relevant information and complete solutions with confidence. 
+ Customer Focus: Exhibits a sense of dedication to meeting the expectations and requirements of the customer. Actions are considerate of customer need and perception; Builds and maintains functional and appropriate relationships
+ Manages Complexity:  Possesses the capability, capacity, and patience to collect and consider complex, large quantities, and/or potentially contradictory information in the process of tria
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