Implementation and Escalations Engineer

LoanPro; Farmington (UT); Presencial; USD 110.000 - 160.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

PTO and Holiday Schedule

HSA and 401K Match

Wellness Rewards and EAP

Descripción de la vacante

LoanPro is seeking an Implementation & Escalations Engineer for Farmington, Utah. You will maximize the LMS platform value by building custom extensions, automating workflows, and ensuring seamless integrations with Footprint, Taktile, and Workato.

You’ll own high-priority escalations and guide teams through advanced problem solving. Requires a BS in CS/Engineering/Finance or related field and 3+ years in technical support or solutions engineering.

Formación

• Bachelor’s degree in CS, engineering, finance, or related field; master's preferred.
• 3+ years in technical support, solutions engineering, or customer success.
• Experience with LMS, Workato, and APIs.

Responsabilidades

• Build and automate complex workflows using product extensions.
• Manage data transfers and reporting between LMS and integrations.
• Resolve high-priority escalated support tickets related to product extensions.
• Mentor Technical Success team members to deepen technical knowledge.
• Collaborate with Product, Engineering and Support to resolve high-priority customer issues.
• Onsite work required; remote work possible after 90 days at manager’s discretion.

Conocimientos

Troubleshooting complex issues

Escalations management

Cross-functional collaboration

Mentoring team members

Educación

Bachelor’s degree in Computer Science, Engineering, Finance, or related field

Master’s degree is a plus

Herramientas

LMS

Workato

APIs

Descripción del empleo

Implementation & Escalations Engineer - Farmington, UT

Why LoanPro:

“We want to change how the future of finance works. We’re working to change finance to be highly personalized. It changes who has access to capital. It changes personal finances. It can have a ripple effect on everything you do. LoanPro unlocks finance.” -Rhett Roberts, CEO

At LoanPro, we're more than just a fintech company—we’re transforming the lending landscape. With over $18 billion in loans managed across North America, LoanPro isn't just growing—it's leading the industry transformation.

How we do what we do:

“Steve Jobs was once asked what he was most proud of at Apple. Was it the iPhone? Was it the iPad? Steve Jobs replied it was the team that built Apple. That’s what I’m most proud of here at LoanPro- the team that builds LoanPro. We do what we do because of our people.” -Rhett Roberts, CEO

At the heart of our success are our exceptional employees, whose talent, passion, and dedication fuel the growth and profitability of our company. As a next-generation SaaS platform, we deliver core lending infrastructure that empowers mid‑market and large lenders to operate more efficiently, quickly, and effectively. Our cloud‑native solution helps clients streamline operations, enhance organization, and drive unparalleled performance in their lending processes.

What you own:

The Implementation and Escalations Engineer is a key technical role focused on maximizing the value of the Loan Management Software (LMS) platform through the effective use of product extensions and custom solutions. This role is responsible for building, and automating complex workflows, managing data transfers and reporting, and ensuring seamless connectivity between the LMS platform and integrated systems such as Footprint, Taktile, and Workato.

A crucial aspect of this position is managing and resolving highly escalated support topics and technical incidents related to the implementation, configuration, and function of these product extensions. The Engineer provides advanced troubleshooting, deep technical expertise, and cross‑functional coordination to ensure long‑term stability and customer success, and also guides internal teams on advanced technical problem‑solving within the product extension ecosystem.

• Takes ownership of deep learning about our software, its functions, and how it fulfills our customers' needs and how they use the product
• Develop and implement custom product extensions (e.g., configurations, custom endpoints, or third‑party tools like Workato) to meet complex customer workflow, data transfer, and reporting requirements.
• Automate and optimize internal and external processes using product extensions and integrated platforms (Footprint, Taktile, Workato, APIs) to drive efficiency and scalability.
• Own and resolve high‑priority, escalated support tickets related to product extension functionality, custom workflows, data integrity, and integration failures.
• Apply expert‑level troubleshooting to diagnose technical issues across the core platform, product extensions, and integrated systems.
• Partner with Product, Engineering, and Support to investigate, document, and resolve high‑priority customer‑impacting problems, including bugs, configuration challenges, and workflow deficiencies in product extensions.
• Mentors Technical Success team members to deepen technical knowledge of product extensions and strengthen advanced troubleshooting capabilities.
• Works closely with Product Management to ensure escalated issues and recurring customer pain points related to product extensions inform the product roadmap.
• Analyzes and tests programs and products prior to formal launch.
• An essential function of this role requires onsite work to collaborate with other team members. Remote work can be conducted at managers discretion and in accordance with company hybrid policy, although the first 90 days are expected to be in office completely to accommodate in person training.
• Other duties as prescribed — this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee and may change at any time.

What you need for success:

• Bachelor’s degree in Computer Science, Engineering, Finance, or related field; Master’s degree is a plus.
• 3+ years of experience in technical support, solutions engineering, or customer success, preferably within loan management or financial services software.
• Demonstrated expertise in troubleshooting complex issues across integrated platforms, including LMS, Workato, and APIs.
• Proven ability to manage high-priority escalations from intake to resolution while collaborating effectively with cross‑functional teams, including Product, Engineering, and Support.
• Strong analytical and problem‑solving skills, with the ability to define KPIs, build operational metrics, and use data to drive strategic decisions.
• Excellent communication and interpersonal skills, capable of articulating complex technical concepts to both technical and non‑technical audiences.
• Experience mentoring and training team members to elevate technical proficiency and overall team performance.
• Demonstrated capacity to offer and receive constructive feedback, strategically adjust plans when needed, and execute them effectively.

Benefits of the Role:

• PTO and Holiday Schedule
• HSA and 401K Match
• Wellness Rewards and EAP

At LoanPro, we have the ability to make a real difference. LoanPro offers a value‑based, innovation‑focused, learning culture and endless opportunities for growth. Come help us build LoanPro.

If you need an accommodation to apply for the position or during the interview process, please email [e-mail]