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Qualia is a leading B2B real estate technology platform that powers the home buying and selling experience for millions of consumers annually through its SMB and Enterprise products. The platform brings together homebuyers, sellers, lenders, title and escrow agents, and real estate agents on a single shared digital closing platform.
As a Technical Support Engineer for the Resware product, you will own technical support cases end-to-end from triage through resolution. You will diagnose complex application, service, and integration failures by analyzing error codes, logs, and stack traces. Your responsibilities include:
- Independently owning technical cases for key accounts and managing a mixed queue of standard and urgent work with sound judgment on prioritization and escalation
- Diagnosing Resware application failures including background task failures, PGP and SFTP transfer errors, WCF binding issues, and Windows Service problems
- Owning integration support requests where issues sit in application configuration, services, or data transmission
- Planning and executing installations, upgrades, and migrations from test through production environments, including validation and customer sign-off
- Co-owning release and upgrade readiness by building team enablement and supporting customers through follow-up issues
- Participating in triage rotation and making routing, classification, and escalation decisions
- Partnering with Engineering on product defects and complex escalations with thorough documentation
- Reviewing and approving defect submissions and owning escalated cases that cannot be reproduced
- Leading remote troubleshooting sessions with customer IT teams and communicating technical findings to both technical and non-technical audiences
- Authoring and maintaining documentation, runbooks, and identifying process improvements
- Using AI tooling independently in case work and validating outputs
- Collaborating across Engineering, Infrastructure, and Professional Services teams
This role requires deep technical expertise in Windows-based enterprise software, strong customer relationship skills, and the ability to work across multiple business units. You will serve as a trusted technical point of contact for customers and internal teams, driving successful outcomes through proactive partnership.
REQUIREMENTS:
- 5+ years of direct experience providing technical advisory and debugging/investigation (such as support engineer role) to customers using Windows-based enterprise-level software, including: IIS setup and configuration, log and packet analysis troubleshooting, Windows Service setup and troubleshooting, .NET framework troubleshooting, Microsoft SQL troubleshooting and query capabilities, web service experience (API, JSON, XML), and secure file transfer/third-party integration troubleshooting
- Experience performing or supporting enterprise software installations, upgrades, or migrations
- 2+ years proven track record working across business units such as Product Management, Engineering, Infrastructure, DevOps, and Customer Support
- Proven ability to develop and cultivate lasting customer relationships with diverse internal and external constituencies including senior executives, IT, technical support, customer support, and sales
- Comfort using AI tools in troubleshooting and research with judgment to validate output
- Excellent organization, project management, time management, and communication skills
- Team player mentality with willingness to assist wherever needed
- Available for scheduled after-hours and occasional weekend work
- Bachelor's degree or equivalent experience in Computer Science or related field
- Previous working knowledge of real estate or title and escrow industry is a plus
