Implementation Technical Support Engineer

Description

Vantaca’s vision is big. We are the leading community management performance software that enables owners and operators, community management teams, and boards and associations to improve business performance. More than just accounting and management software, it is business operating software that helps increase revenue, efficiency, flexibility, and control. A modern cloud architecture with a single-platform design that adapts to 100% of business processes, has proactive reporting, and can integrate with the software and banking partners of choice. Vantaca is focused exclusively on community management and is the trusted and proven technology leader in the community association management industry.

We are a winning team that believes in working together to make big ideas happen. We are a collaborative and visionary group that holds ourselves accountable for our results. Our ability to be nurturing and agile allows us to adapt to change and support each other through any challenges that come our way. We are customer-centric, meaning that we put our customers' needs and preferences at the heart of our work. We are authentic game changers that are building something cool and people like it here.

Overview 

As an Implementation Technical Support Engineer, you will be part of a rapidly growing skilled team of individuals focused on continuously learning, improving processes, and solving problems. You will troubleshoot, diagnose, and triage the most difficult issues escalated to the Implementation team. This engineer is responsible for identifying the root cause of issues and providing a mitigating solution where appropriate.

Accountability Key Initiatives  

• Triage issues escalated to Implementation
• Troubleshoot assigned and escalated issues  
• Coach staff on inquiries regarding technical nature/problems.  
• Identify, develop, and advise on solutions to solve problems, not symptoms. 

Success Metrics  

• Tickets solved per week
• Projects completed per quarter

Responsibilities

• Work with Implementation team members to help determine root cause to issues, solving the larger problem and identify areas for process improvement. 
• Work with the IC to advise, review, and assist with 3rd party integrations for onboarding/client acquisitions.  
• Take ownership of the most difficult issues escalated from IC  
• Troubleshoot C# code with Visual Studio’s debugger  
• Troubleshoot stored procedures within SSMS, and resolve or escalate issues as appropriate  
• Ability to analyze, understand and modify customer data using SQL within SSMS to resolve data issues within the customer’s system  
• Ability to assist with discovery/scoping out custom request/data inquiries that fall outside the normal scope of onboarding a client.  
• Work with fellow Technical Support Engineers to diagnose and resolve code bugs  
• Create, contribute to, or validate documentation on known bugs and process to promote efficient resolution of issues  
• Work within the Engineering to automate and simplify processes to work smarter, not harder  
• Understand the Data Migration process and be able to operate in a backup capacity when necessary.  

Requirements

• Bachelor's degree or equivalent experience in accounting, business administration, project management, information systems, operations management, software support, or another related field. 
• You've got phenomenal communication skills and are an innovative problem-solver. 
• You're highly organized and really good at prioritizing your workload. 
• You are great at interacting with people - customers, clients and coworkers. Your communication with everyone is professional, positive and constructive.  
• You are a terrific public speaker and comfortable with leading meetings. 
• You've got a strong technology background, data management skills and you're advanced with Excel. 
• Ability to travel 1 week per month 

OUR VALUE PROP

• Our eNPS is 54! (Google it, that is great).
• Benefits: Medical, Dental, and Vision kick in day one. 
• Unlimited PTO (with a requirement for employees to take a minimum of one continuous week per year).  
• 401K with Company Match.
• Wilmington, NC-based much preferred. 
• Remote Flexible - come to the office when needed.
• Great parental leave benefits. 
• Named on Inc 5000 list of America’s Fastest Growing Private Companies (2021, 2022 and 2023).
• Named on Inc 5000 Vet 100 Private Companies list multiple years in a row.
• 2021 Winner of Coastal Entrepreneur Award, Technology Category.
• Active employee-led Culture Committee.
• Ongoing industry and professional development training available to all employees. 
• Multiple leaders on the executive committee recognized as 40 under 40 recipients for contributions to business and community.
• We’re playing offense to win! Our product market fit and our world-class employees make us the leader in our space. We’re building something cool and people like it here.

Our Location 
Although we do business around the US, we call North Carolina home and we would love for you to be in Wilmington, where we are headquartered. NC was ranked the #1 state for business in 2022 and 2023 by CNBC and we believe it! The state, and in particular the Wilmington area, is a great place to live and do work. Wilmington, where Vantaca is headquartered, really has something for everyone. Historic Downtown Wilmington runs along the Cape Fear River and offers dozens of shops, restaurants and live entertainment opportunities. If you want to spend some time outdoors, get some sun or go surfing or fishing, you can pick a spot along one of our beautiful beaches. Explore info about where we’re headquartered at www.nccareercoast.com.