Support specialist Jobs in West Jordan, UT

Description:

The Support Engineering Lead at Outcode Software plays a critical leadership role in bridging the gap between technical support, database administration, and product implementation. This position requires deep expertise in the Yardi Voyager product suite, hands-on experience with SQL databases, and the ability to drive high-level technical solutions for complex property management onboarding and provisioning cycles.

The Support Engineering Lead collaborates closely with the Director of Engineering to ensure that support workflows follow established best practices. Beyond troubleshooting, they are actively involved in leading project execution, engaging directly with clients to manage Yardi integrations, mentoring junior support staff, conducting technical audits of Yardi environments, and contributing to the overall automation strategy of the company.

They are responsible for fostering a culture of technical excellence and efficiency, ensuring that every integration and support ticket meets the highest standards of quality and client satisfaction.

Project Leadership & Client Engagement:

The Support Engineering Lead takes ownership of technical implementation and support end-to-end, acting as the technical anchor for Yardi-related engagements.

• Project Leadership: Lead product implementation and provisioning cycles for property onboarding, ensuring scope, quality, and timelines are consistently met.
• Client Engagement: Serve as a primary point of contact for technical escalations, maintaining clear and transparent communication regarding Yardi integrations, APIs, and ETL processes.
• Agile Rituals: Participate in agile ceremonies to ensure the support and implementation teams operate with discipline, predictability, and a focus on continuous improvement.
• Technical Documentation: Lead technical writing and editing efforts to create robust documentation for product implementation and internal support workflows.
• Hands-On Contribution: Roll up your sleeves to write Microsoft SQL queries, build custom Yardi reports (YSR), and resolve critical technical blockers in SaaS environments.
• System Audits: Conduct periodic audits of IT systems and Yardi configurations to identify risks, technical debt, and opportunities for process automation.

Technical Leadership & Engineering Excellence:

Beyond day-to-day support, the Support Engineering Lead shapes the broader technical capability of the IT and Support divisions.

• Team Support: Act as the ultimate escalation point to unblock teams by troubleshooting complex technical challenges within web-based applications and SaaS products.
• Technical Guidance: Provide in-depth guidance on Yardi integrations, including the use of APIs, file transfers, and the Yardi ETL tool.
• Define Best Practices: Lead the creation of engineering best practices for help desk platforms (JIRA, ServiceNow, Zendesk) and ITIL-based management.
• Implementation & Coaching: Partner with Tech Leads to ensure the successful adoption of automation tools and database administration standards.
• Training & Development: Organize mentoring programs to ensure engineers and support staff are proficient in the Yardi Voyager suite and SQL database management.
• Contribute to Strategy: Work alongside senior leadership to shape technical strategies for property product onboarding and long-term IT infrastructure goals

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Qualifications:

• 8+ years of experience in technical support, help desk, or IT roles, with a proven track record of leadership.
• Deep expertise in Yardi Voyager: At least 3 years in a support capacity with specialized knowledge of Voyager 7s, Payscan, Accounting, Vendor Café, Resident Café, and Senior CRM.
• Advanced SQL Skills: Required experience with Microsoft SQL queries, database administration, and process automation.
• Technical Integration Mastery: Proficient knowledge of Yardi integrations (APIs, file transfer, ETL tool) and experience building custom reports/supporting YSR.
• Platform Proficiency: Advanced experience with help desk platforms and CRM tools (JIRA, ServiceNow, Zendesk).
• Educational Background: Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent work experience).
• Certifications: Relevant certifications (ITIL, Help Desk Management) are a plus; Agile, Six Sigma, or PMP certification strongly preferred.
• Strong Communication: Exceptional technical writing skills and the ability to manage expectations across stakeholders and clients.
• Problem-Solving: Exceptional troubleshooting skills with a solid understanding of web-based applications and general IT systems.

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