Remote Technical Support Engineer (Resware)

Qualia; United States; Hybrid; USD 110,000 - 160,000; Full time

Job summary

Qualia, a leading real estate technology provider, is seeking a Technical Support Engineer for the Resware product. You will own technical cases end-to-end, diagnose failures from logs and traces, and guide customers to resolution while partnering with Engineering and Professional Services.

Based in Austin with remote possibilities, this role requires strong Windows/.NET knowledge, enterprise software installations, and proactive customer partnership to improve delivery and runbooks.

Qualifications

• 5+ years of direct experience providing technical advisory and debugging to customers using Windows-based enterprise software.
• Experience with IIS setup and configuration on Windows.
• Troubleshooting using logs and packet analysis.
• Windows Service setup and troubleshooting.
• .NET framework troubleshooting.
• SQL troubleshooting and query capabilities.
• Web service experience, including API, JSON, and XML troubleshooting.
• Secure file transfer and third-party integration troubleshooting.
• Experience performing or supporting enterprise software installations, upgrades, or migrations.
• 2+ years cross-functional collaboration across PM, Eng, Infra, DevOps, and Support.
• Ability to develop customer relationships with executives and IT.
• Comfort using AI tools in troubleshooting.
• Excellent organization, project/time management, and communication skills.
• Team player willing to help and be available for after-hours/weekend work.
• Bachelor’s degree as stated; real estate/title industry experience a plus.

Responsibilities

• Own technical support cases end to end, including key accounts, and prioritize a mixed queue of standard and urgent work independently.
• Diagnose Resware application, service, and integration failures from error codes, logs: background tasks, SFTP/PGP, WCF issues, service start problems.
• Own integration support requests end to end and stay the customer’s contact through resolution.
• Plan and execute installations, upgrades, and migrations from test environments through production with validation.
• Co-own release and upgrade readiness by building team enablement and supporting customers.
• Participate in triage rotation and make routing, classification, and escalation decisions.
• Collaborate with Engineering on defects and complex escalations; ensure documentation and follow-through.
• Review and approve defect submissions and own escalated cases as primary contact.
• Lead remote troubleshooting sessions with customer IT teams and explain findings clearly.
• Author and maintain documentation/runbooks; identify process and tooling improvements.
• Use AI tooling in case work and propose fixes when outputs are incomplete.
• Collaborate with Engineering, Infrastructure, and Professional Services to improve product delivery.

Skills

Windows troubleshooting

IIS setup

.NET troubleshooting

SQL debugging

API debugging

Log analysis

Cross-functional

Customer relationships

AI assistance

Time management

Education

Bachelor’s degree in Computer Science or related field

Tools

SQL Server

SFTP/PGP

WCF

Active Directory

Job description

Qualia, a leading real estate technology provider, is seeking a Technical Support Engineer for the Resware product. You will own technical cases end-to-end, diagnose failures from logs and traces, and guide customers to resolution while partnering with Engineering and Professional Services.

Based in Austin with remote possibilities, this role requires strong Windows/.NET knowledge, enterprise software installations, and proactive customer partnership to improve delivery and runbooks.