Upgrade Technician at Qualia

At Qualia, we've built the leading B2B real estate technology that transforms the home buying and selling experience into a simple, secure, and enjoyable process. Our SMB and Enterprise products bring together users from across the real estate ecosystem---homebuyers and sellers, lenders, title and escrow agents, and real estate agents---onto a single shared digital closing platform, providing greater clarity and transparency to real estate transactions. Today, through our business customers across the country, millions of consumers use Qualia to close on homes every year.

As Qualia embarks on its next phase of growth, we are seeking an Upgrade Technician for our Resware product, which is used by leading companies in the title insurance and settlement services industry. You understand infrastructure, are not afraid of looking at stack traces, memory dumps, or code, and can manage complex installation and upgrade processes. You are driven by providing successful outcomes for our customers and do not give up easily.

The Upgrade Technician will focus on the installation and upgrade of the Resware platform and associated services. The function is proactive in nature, ensuring customers are up-to-date on new features and patches. The Technician must bring a high level of confidence to the customer by addressing their needs holistically and proactively. This function is designed to deliver a higher level of partnership with the customer and is not a traditional ticket-by-ticket technical service role.

• Drive technical execution of complex installation and upgrade processes, including system testing, and strategy sessions with the customer
• Acquire and maintain deep installation and upgrade knowledge in order to provide accurate assistance to customers
• Gather baseline metrics and work with clients to assess their production environments before upgrades
• Partner with Technical Support, Engineering, and Product teams to develop successful strategies for new features and plans to maintain and improve product delivery
• Facilitate relationships across various teams, partners, and/or departments to strengthen partnership with customers

• 1 to 3 years of direct experience providing technical advisory and debugging/investigation (such as a technical support engineer position) to strategic customers for Windows-based enterprise-level software  and including 
• IIS setup and configuration for Windows
• The ability to troubleshoot using logs and packet analysis
• Windows Service setup and troubleshooting
• .NET framework troubleshooting
• Microsoft SQL troubleshooting and query capabilities
• Web service experience including API, JSON, and XML troubleshooting experience
• 1+ years proven track record working across business units such as Infrastructure, Systems Administration, Product Management, Engineering, Dev Ops, and Customer Support
• Proven ability to develop and cultivate lasting customer relationships with a diverse set of internal and external constituencies including senior level executives, IT, technical support, CS, and sales
• Strong data analytics capabilities
• Excellent organization, project management, time management, and communication skills
• Willingness to assist wherever needed; a team player who will work within the company to continue improving the way customers are supported
• Able to work Pacific Time hours and for a non-standard schedule (i.e.: 12pm-8pm PT or 1pm-9pm PT
• Bachelor's degree or equivalent experience in Computer Science, or related field
• Previous working knowledge of the real estate or title and escrow industry a plus

Colorado Applicants: This role is an hourly contract position paying between $30/hr to $34/hr on a W2 basis. The contract is 12 months initially with the potential for extension. (Salary to be determined by relevant experience, location, knowledge, and skills of the applicant, internal equity, and alignment with market data.)

Qualia is made up of incredibly bright, mission-driven coworkers who are passionate about using technology to solve real-world problems---and we're growing quickly. In order to continue building an engaging and dynamic organization, we're committed to giving everyone the support they need to do great work.

Our benefits package is designed to allow our team members to be their best selves, both in and out of the workplace. In addition to comprehensive health plans, a 401k program, and commuter benefits, we prioritize family and personal well-being through professional development, parental leave, and a flexible time off policy. Qualia offers a robust online onboarding program to train new hires, biweekly all hands meetings, and a variety of internal virtual events to keep employees connected.

We believe diverse perspectives and backgrounds are critical to building great technology, and our goal is to cultivate an environment where people feel equally valued and respected. Qualia is proud to be an equal-opportunity workplace, and we welcome applicants from all backgrounds regardless of race, color, ancestry, religion, gender identity or expression, sexual orientation, marital status, age, citizenship, socioeconomic status, disability, or veteran status.

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