Implementation & Escalations Engineer

LoanPro; Farmington (UT); On-site; USD 120,000 - 150,000; Full time

Benefits offered by this job

Medical/Dental 80%

Paid time off & Holidays

HSA & 401K Match

Wellness Rewards & EAP

Job summary

LoanPro is seeking an Implementation & Escalations Engineer in Farmington, UT. The role focuses on maximizing the LMS platform value via extensions, data transfers, and integrations with Footprint, Taktile, and Workato.

You’ll handle highly escalated incidents, provide expert troubleshooting, and coordinate with Product, Engineering, and Support to ensure customer success. Onsite work is required initially to train in person.

Qualifications

• 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 with Product, Engineering, and Support.
• Strong analytical and problem-solving skills, with ability to define KPIs and drive data-based decisions.

Responsibilities

• Take ownership of deep learning about our software, its functions, and how it fulfills customer needs.
• Develop and implement custom product extensions to meet complex customer workflow and reporting requirements.
• Automate and optimize internal and external processes using product extensions and integrated platforms to drive efficiency.
• Own and resolve high-priority, escalated tickets related to product extension functionality and integration failures.
• Apply expert-level troubleshooting to diagnose issues across core platform, extensions, and integrated systems.
• Partner with Product, Engineering, and Support to investigate and resolve customer-impacting problems and inform roadmap.
• Mentor Technical Success team members to deepen technical knowledge of product extensions.
• Collaborate with Product Management to ensure escalated issues inform product roadmap.

Skills

Troubleshooting

LMS integration

Workato integration

APIs

Escalation management

Cross-functional collaboration

Mentoring

Data-driven decisions

Education

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

Master’s degree

Tools

Footprint

Taktile

Workato

APIs

Job description

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

• 80% Medical/Dental
• 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]