Customer Support Engineer

About Supernova Technology

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.

Why Join Supernova?

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.

About the Role

We are seeking a highly motivated and detail-oriented Customer Support Engineer to join our customer support team. As a Customer Support Engineer you will be the primary point of contact for our clients assisting with troubleshooting product inquiries and ensuring customer satisfaction. Your technical expertise problem-solving abilities and exceptional communication skills will play a crucial role in delivering world-class support to financial institutions utilizing our platform.

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: $50000 - $75000 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.

Join us and make an impact while growing your career at Supernova!

What We Do

Supernova is the technology leader in securities-based lending ("SBL") solutions that connect and empower the entire financial ecosystem. We offer the world’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.

Why Work With Us

At Supernova we're all about helping investors to achieve financial wellness. And that starts with cultivating an awesome company culture where everyone enjoys working hard and celebrating...together. We envision a world where all people have the highest probability for accomplishing their goals with the least amount of risk.

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