Application Support Engineer

$78,000 - $90,000/Yr

Redwood Trust - Englewood, CO

Full-time - Entry Level

Englewood, CO

Funds, Trusts, and Other Financial Vehicles

About the position

The Application Support Engineer serves as the primary point of contact for application support within the organization, combining production support with application development collaboration. This role is essential for ensuring that issues are triaged, troubleshot, and escalated effectively, while maintaining the reliability and efficiency of applications through close collaboration with business partners and the IT development team.

Responsibilities

• Act as a liaison between the business operations and IT team members regarding service tickets, outages, and other communications
• Follow Redwood Trust IT guidelines and protocols on incident management
• Prioritize service tickets and escalate tickets for appropriate action, following up with IT partners until resolution
• Coordinate with staff and senior management in multiple offices as well as third-party application support teams
• Provide support running basic SQL queries to troubleshoot and investigate problems
• Monitor, troubleshoot, and remediate incoming issues
• Educate end users promptly and professionally on resolutions in response to their service tickets
• Research, evaluate, and provide feedback on problematic trends to develop resolutions or workarounds
• Work on special projects or tasks to improve operating efficiency of application support
• Study changes and new procedures on new releases of third-party applications prior to deployments to better support business teams
• Perform other related duties as assigned or required

Requirements

• 2 years of experience working with proprietary application software support in a fast-paced environment
• Mortgage industry experience strongly preferred
• Demonstrated experience with running basic SQL statements
• Ability to identify irregularities or bugs in supported applications
• Effective communication of complex issues to business users and technology teams
• Attention to detail and good technical judgment
• Strong organizational and problem-solving skills
• Ability to work independently in a dynamic environment
• Four-year college degree or IT Bootcamp preferred

Benefits

• Discretionary corporate bonus program
• Multiple health plans
• Short-term and long-term disability options
• Company-sponsored life insurance
• Fitness reimbursement
• Paid parental leave
• Time to volunteer
• Paid Time Off (PTO)
• Employee Stock Purchase Plan (ESPP)
• 401K matching