Customer Support Engineer Founded in 2014, we offer the industry's first and only cloud-based, fully-customizable, end-to-end software solution to automate securities-based lending from origination through the life of the loan. By combining thought leadership in suitability and risk management with industry-leading education and the latest technology, Supernova enables advisors to deliver holistic, goals-based advice and to help their clients achieve financial wellness. We partner with the industry's largest banks, most prominent insurance companies and leading online brokerages to democratize access to securities-based lending and better the entire financial ecosystem. At Supernova Technology, we believe that the best results come from a team that is passionate, driven, and supported in all aspects of their professional lives. Here, you'll work alongside talented and innovative individuals who are committed to driving the future of securities-based lending technology. We foster a culture of collaboration, continuous learning, and growth, where each person's contributions make a real impact. Responsibilities: Represent the voice of the customer to Engineering, Product, and Program Management teams by communicating customer issues and relevant information, assisting with investigation Maintain excellent, timely communications with Supernova's customers and internal stakeholders Provide technical support to troubleshoot and resolve issues reported by customers and other team members through chat, helpdesk inquiries, email as well as phone Troubleshoot and analyze errors, inconsistencies, and potential bugs, utilizing knowledge of cloud hosting services, logging and monitoring applications, and storage/database layers as required Monitor front-end and back-end systems to ensure constant un-interrupted functionality Provide fault isolation and root cause analysis for technical issues and outages as well as detailed bug analysis for product and development teams Provide configuration instructions, training, and best practices to customers to strengthen the knowledge of the Supernova product Act with speed and take ownership of sensitive and/or highly critical issues that need expedited resolution Be able to lead and delegate tasks to provide faster and more efficient resolution Write technical documentation or knowledge base articles for undocumented incidents as well as update outdated technical documentation Provide scheduled on-call support to assist with post-business hours incident management and developer assistance Strive to continue to learn each area of Supernova to become an eventual Subject Matter Expert (SME) Qualifications: BA/BS Degree in Computer Science or IT Related Field of Study 1+ years of experience as a Technical Support Engineer, Application Support Engineer, or applicable customer service experience Basic knowledge of back end and front-end programming languages, including Java, Python, SQL, and JavaScript Knowledge and understanding of database structures, table relationships, and SQL to query and alter database information Basic knowledge of Command Line/Terminal and commands associated with back end services, including CURL Commands, SSH, PGP, AWS CLI, etc Excellent written and verbal communication skills Ability to work independently and within a highly collaborative team environment Commitment to continuous education and drive to stay up to date with the latest technologies Ability to lead by example and assist the Enterprise Manager with leadership duties Back-end hosting solutions knowledge, such as AWS or Microsoft Azure is a plus Our Employee Benefits At Supernova Technology, we provide a robust benefits package to support the health and well-being of our employees. Our offerings include: Medical, Dental, and Vision Insurance: Multiple plans with coverage for employees and dependents. HSA and FSA Accounts: Tax-advantaged accounts for health and dependent care expenses. Life and Disability Insurance: Employer-paid basic coverage with options for additional voluntary coverage. Compensation: $50,000 - $75,000 per year Retirement Savings: 401(k) plan with employer contributions. Employee Assistance Program (EAP): Confidential support services, including free therapy sessions. Paid Time Off: Flexible PTO policies. Additional Perks: Commuter benefits, pet insurance, continuing education assistance, and more. Note: Actual salary at the time of hire may vary and may be above or below the range based on various factors, including but not limited to, the candidate's relevant qualifications, skills and experience, and the location where this position may be filled. Our core values drive everything we do. At Supernova, we... Form, execute, and communicate new ideas that add value to our employees and customers Strive through obstacles and failures Follow-through on promises or commitments to others, accept responsibility, and answer for actions & decisions Listen to, understand, and support our employees and customers Act with speed, positive attitude, and flexibility Exceed expectations and surpass ourselves every day; we embrace a sense of pride and never stop growing Join us and make an impact while growing your career at Supernova.