Full Description + Application Link

SoftPro is the nation's leading provider of real estate closing and title insurance software. A division of Fidelity National Financial (NYSE: FNF), SoftPro’s technology solutions are used in thousands of law firms and title companies throughout the country and are an essential part of residential and commercial Real Estate transactions.

SoftPro offers comprehensive health benefit offerings (medical, dental, vision, disability, etc.), 401k and Employee Stock Purchase Plans with company matching, as well as generous paid vacation time and paid parental leave.  We have positions that are eligible to be 100% remote.  Employees who live near our Raleigh, NC Headquarters can choose to work a hybrid (office/home) schedule.

SoftPro has received national recognition for our excellent customer service and products and we were recently recognized as a 2024 Best Places to Work by the Triangle Business Journal!  SoftPro has won this prestigious award 12 times since 2012!  


What are we looking for?
SoftPro is seeking a Technical Services Engineer to join their awesome Technical Services Team.  This position can be remote or work in a hybrid role out of our Raleigh, NC headquarters.  The ideal candidate will have a great attitude and feel comfortable working in a dynamic and fast-paced team environment.  

What will I do as a Technical Services Engineer?
In this position you will be responsible for providing advanced technical assistance to SoftPro’s largest customer and over 12,000 system users, which entails the following primary responsibilities:

    Coordinate with various team members to setup, manage, support, and deploy a wide range of application components.
    Provide outstanding systems support utilizing your technical & personal skills;
    Manage escalation requests from inception to closure;
    Perform capacity reviews of our Select platforms;
    Leveraging scripting / automation to reduce downtime and manage day to day tasks;
    Perform various tasks, including product upgrades of our key Select platforms;
    Participate in the development & monitoring of operational systems to include infrastructure and applications;
    Aid in the support, evolution & direction for applications & systems;
    Assist in triaging major production incidents;
    Develop and write T-SQL and SPLUNK statements to troubleshoot issues.
    Consistently provide the highest possible levels of customer service to all customers.
    Accurately document all customer incidents, resolution steps, and gather feedback in incident management software (Service Now).
    Plan & Implement changes according to Change Management Protocol in Service Now.
    Ability to handle several concurrent priorities and manage time effectively.
    Use of tools such as 24x7, AppInsights, Azure Portal, and SPLUNK.
    Escalate software issues (configuration / performance / bugs) to cross functional teams.
    Maintain knowledge of current and emerging computing technologies.
    Create and update precise documentation for team processes.
    High attention to detail and time-management skills.

What do I need to be successful as a Technical Services Engineer at SoftPro?

Required Skills

    Experience with the latest versions of MS Windows Desktop and Server OS;
    Experience with the latest versions of SQL Server, Citrix, Office 365/Teams/OneNote/SharePoint
    Strong problem solving, troubleshooting, analysis and testing skills;
    The ability to multitask, and manage priorities effectively and independently in occasional stressful situations;
    Experience in building, implementing and monitoring of server operations;
    Must exhibit a high-level of organization, logical & analytical thinking as well as attention to detail;
    Operational Support & deployment responsibilities including (but not limited to):
    Resolving escalations from internal teams,
    Code deployments,
    Monitoring & alerting,
    Documentation of current environments – infrastructure & application configurations / relationships / playbooks
    Work effectively in a team environment contributing to the overall growth of the entire team while maintaining the ability to work independently;
    Demonstrate attention to detail, exhibit concise written and verbal communication skills, have strong organizational skills;
    Excellent communication, documentation, organization and interpersonal skills;
    Experience supporting and availability to perform in an on-call rotation and support organization with 24x7x365 systems & production operations;


Desired Skills

    Application promotion, platform management experience;
    Audit & Compliance experience;
    PowerShell / automation scripting within Microsoft environments;
    SQL and SPLUNK scripting
    Educational Requirements
    Bachelor's degree, or 5+ years related experience and/or training, or an equivalent combination of education and experience.