Application Support Engineer

About GoodLeap:

GoodLeap is a technology company delivering best-in-class financing and software products for sustainable solutions, from solar panels and batteries to energy-efficient HVAC, heat pumps, roofing, windows, and more. Over 1 million homeowners have benefited from our simple, fast, and frictionless technology that makes the adoption of these products more affordable, accessible, and easier to understand. Thousands of professionals deploying home efficiency and solar solutions rely on GoodLeap’s proprietary, AI-powered applications and developer tools to drive more transparent customer communication, deeper business intelligence, and streamlined payment and operations. Our platform has led to more than $27 billion in financing for sustainable solutions since 2018.

GoodLeap is also proud to support our award-winning nonprofit, GivePower, which is building and deploying life-saving water and clean electricity systems, changing the lives of more than 1.6 million people across Africa, Asia, and South America.

The Application Support Engineer role will demonstrate high technical literacy and ability around applications and systems. As a subject matter expert of GoodLeap proprietary software, this role will advise and internal and external customers. Address technical questions, troubleshoot problems, and guide users to achieve productive use of our software and systems. The Application Support Engineer role is to ensure the smooth operation, maintenance, and troubleshooting of critical business applications. This role will be responsible for diagnosing technical issues, resolving application-related incidents, collaborating with development teams, and improving system efficiency. This role requires strong problem-solving skills, technical expertise, and a customer-focused mindset.

• Evaluates functionality of modules: troubleshoot bugs, test fixes, and verify functionality based on customer need or feedback.

• Investigate and resolve application issues, ensuring minimal disruption to business operations.

• Provide high level support for enterprise applications, working closely with end users, internal and external teams.

• Continuously monitor application performance and system logs, proactively identifying potential issues.

• Collaborate with software developers, DevOps, and infrastructure teams to ensure stability and performance.

• Conduct in-depth analysis of re-occurring issues, work with Engineering to ensure issues are resolved and publishing results where required.

• Create and maintain troubleshooting guides, knowledge-based documents and runbooks for efficient issue resolution.

• Identify opportunities for automation to improve support processes and reduce manual work.

• Ensure application is functioning per regulations, policies and security standards
• Be an advocate for installation partners and investment customers; maintain ownership of requests and follow through consistently until resolution is provided; proactively collaborate in a team environment with peers to assist in resolving customer issues.
• Participate in system upgrades, software deployments or any related projects

• Bachelor’s Degree in a technical or a related field, or an equivalent combination of education and experience
• Minimum of 3 years of work experience, providing enterprise level technical support or software troubleshooting for a B2B company
• Speak and write with ease, clarity, and impact, using a communication style appropriate to the subject and the audience; must be fluent in English
• Strong problem-solving skills and the ability to diagnose complex application issues
• Fast learner with a technical curiosity, high aptitude and critical thinking
• Extraordinary customer service and relationship management experience
• The ability to effectively shift priorities and work at a rapid pace
• Technology exposure to AWS Services such as CloudWatch, DynamoDB, Elasticsearch, Cognito, S3, IAM etc.
• Strong understanding of at least one database language
• Proficiency in at least one programming language such as Java, C, C++, JavaScript, Ruby, or PowerShell
• Display a strong work ethic and do whatever it takes to get the job done
• Ability to thrive in a fast-paced environment
• Must be available and willing to work in PST or MST timezone

Additional Information Regarding Job Duties and Job Descriptions:

Job duties include additional responsibilities as assigned by one's supervisor or other managers related to the position/department. This job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties and other skills required for the position. The Company reserves the right at any time with or without notice to alter or change job responsibilities, reassign or transfer job position or assign additional job responsibilities, subject to applicable law. The Company shall provide reasonable accommodations of known disabilities to enable a qualified applicant or employee to apply for employment, perform the essential functions of the job, or enjoy the benefits and privileges of employment as required by the law.

If you are an extraordinary professional who thrives in a collaborative work culture and values a rewarding career, then we want to work with you!  Apply today!