Implementation & Escalations Engineer

Implementation & Escalations Engineer - Farmington UT

Why LoanPro:

We want to change how the future of finance works. Were 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 were more than just a fintech companywere transforming the lending landscape. With over $18 billion in loans managed across North America LoanPro isnt just growingits 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. Thats what Im 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 youll 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 youll need for success:

• Bachelors degree in Computer Science Engineering Finance or related field; Masters 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

Required Experience:

IC