Platform Implementation & Escalations Engineer - Hybrid

LoanPro Software, LLC; Farmington (UT); On-site; USD 110,000 - 140,000; Full time

Benefits offered by this job

80% Medical/Dental

PTO and Holiday Schedule

HSA and 401K Match

Wellness Rewards and EAP

Job summary

LoanPro Software, LLC is seeking an Implementation and Escalations Engineer to maximize LMS value through extensions and integrations, including Workato, Footprint, and Taktile. You will own and resolve highly escalated support topics, automate workflows, and guide internal teams in advanced troubleshooting.

You will collaborate with Product, Engineering, and Support to investigate customer-impacting issues, mentor colleagues, and help shape the product roadmap.

Qualifications

• 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.

Responsibilities

• Takes ownership of deep understanding of our software, its functions, and user needs.
• Develop and implement custom product extensions to meet complex customer workflows, data transfer, and reporting requirements.
• Automate and optimize internal and external processes using product extensions and integrated platforms.
• Own and resolve high-priority, escalated support tickets related to product extension functionality.
• Apply expert-level troubleshooting across core platform, extensions, and integrated systems.
• Collaborate with Product, Engineering, and Support to investigate and resolve customer-impacting issues.
• Mentor Technical Success team members to deepen technical knowledge of product extensions.
• Work with Product Management to inform the product roadmap based on escalations.
• Test programs and products prior to formal launch.

Skills

Technical support

Escalation management

Cross-functional collaboration

Mentoring teammates

Education

Bachelor’s degree

Master’s degree

Tools

Workato

APIs

Footprint

Taktile

Job description

LoanPro Software, LLC is seeking an Implementation and Escalations Engineer to maximize LMS value through extensions and integrations, including Workato, Footprint, and Taktile. You will own and resolve highly escalated support topics, automate workflows, and guide internal teams in advanced troubleshooting.

You will collaborate with Product, Engineering, and Support to investigate customer-impacting issues, mentor colleagues, and help shape the product roadmap.