Position Summary

The Systems Support Engineer serves as the primary technical support resource for appraisal production systems and applications. This role provides day-to-day support to appraisers, operations teams, and business partners by troubleshooting system issues, maintaining application functionality, identifying process improvements, and ensuring efficient operation of appraisal technology platforms.

The ideal candidate combines strong technical troubleshooting skills with an understanding of appraisal workflows and excellent customer service to support business operations and enhance the user experience.

Essential Duties & Responsibilities

• Provide first- and second-level technical support for appraisal production systems and related business applications.
• Troubleshoot, diagnose, and resolve application, system, and workflow issues in a timely manner.
• Serve as the primary point of contact for appraisers and operations staff regarding system-related questions and technical support.
• Configure, maintain, and support appraisal software, integrations, and user accounts.
• Monitor system performance and proactively identify opportunities to improve reliability and efficiency.
• Document issues, resolutions, and support procedures within the ticketing and knowledge management systems.
• Escalate complex technical issues to software vendors or internal IT teams when appropriate.
• Participate in application testing, software upgrades, system implementations, and new feature deployments.
• Collaborate with business stakeholders to identify opportunities for workflow automation and process improvement.
• Assist with data validation, troubleshooting integration issues, and maintaining data integrity across systems.
• Develop user documentation, training materials, and support guides.
• Provide user training and onboarding for appraisal-related systems and applications.
• Track recurring issues and recommend long-term solutions to reduce support requests.
• Support system security by following established access controls, compliance requirements, and company policies.
• Participate in on-call or after-hours support as needed for critical system issues.

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Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, Business Information Systems, or related field, or equivalent work experience.
• 3–5 years of experience supporting business applications or enterprise software.
• Experience troubleshooting software applications and technical issues in a customer-facing support role.
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication skills.
• Strong organizational skills with the ability to manage multiple priorities.
• Proficiency with Microsoft Office Suite.
• Experience using ticketing systems, such as Zendesk, and documenting technical issues.

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Preferred Qualifications

• Experience supporting appraisal, assessment, valuation, mortgage, or real estate technology platforms.
• Experience with SQL queries and database troubleshooting.
• Familiarity with APIs, system integrations, or middleware platforms.
• Experience with CRM, ERP, or workflow management systems.
• Knowledge of appraisal management workflows and valuation processes.
• Experience supporting SaaS applications in a cloud-based environment.

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Knowledge, Skills & Abilities

• Strong customer service orientation.
• Ability to explain technical concepts to non-technical users.
• Excellent troubleshooting and root cause analysis skills.
• Ability to work independently while collaborating across multiple departments.
• Continuous improvement mindset with a focus on operational efficiency.
• Strong attention to detail and commitment to delivering high-quality support.
• Ability to learn new applications and technologies quickly.

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Working Conditions

• Primarily office or remote office environment.
• Prolonged periods of sitting and computer use.
• Occasional after-hours support during system upgrades or critical production issues.
• May participate in project implementations outside normal business hours.

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Success Measures

A successful Systems Support Engineer will:

• Resolve user issues quickly with minimal business disruption.
• Maintain high customer satisfaction ratings.
• Improve application stability and user adoption.
• Reduce recurring support tickets through proactive problem-solving.
• Identify and implement workflow improvements that increase operational efficiency.
• Partner effectively with assessment and appraisal operations, IT, and software vendors to support business objectives.