Team Lead - Client Support

San Francisco

At Roostify, we believe that home lending should be a fair, fast, and transparent experience. Roostify’s software is used by banks across the country to improve lending experiences every day.

POSITION SUMMARY

As a Client Support Team Lead at Roostify, you will define a support model for our large scale customers post-sales, establish and design processes to meet SLAs, and document and implement methodologies to measure the effectiveness of your program that leverages Roostify’s client support infrastructure where needed. You’ll be learning everything you can about our customers, and working cross-functionally with our Customer Success, Product Management, Engineering and Sales teams so that feedback, innovation, and bugs are understood and addressed.

The ideal candidate for this position is someone who has a deep understanding of scalable post-sales support processes in the enterprise IT context and has helped build client support organizations, teams, and processes from the ground up.  You must be strong leader who is technically-minded, a good problem solver, self-driven, able to operate in a fast-paced environment, and willing to do what it takes to get the job done as part of a team. With a strong grasp of Roostify and our industry, you will need to be able to effectively manage and scale Roostify’s support team and processes.

RESPONSIBILITIES:

  • You will build and lead a support organization that meets client SLAs while leveraging Roostify’s resources in a scrappy, scalable fashion
  • Own the Standard Operating Procedures for technical support, and be able to train anyone, anywhere how to execute against it
  • Monitor and analyze daily, weekly, monthly, and YTD stats for Support team to be able to report progress and provide suggestions on trends and solutions
  • Review, propose, implement and constantly evaluate Support Operations processes and tools to improve efficiencies
  • Own Roostify’s support channels including emails, phone, and web-based support
  • Speak to Enterprise level customers about technical issues in a way they can understand
  • Provide in-house support to production, sales and client success teams
  • Create Best Practices for capturing client feature requests and bugs, and presenting the feedback to teams across Roostify

QUALIFICATIONS:

  • You believe that home lending should be fair, fast, and transparent
  • 5+ years of technical support, preferably leading a tech support team/program
  • Demonstrable track record in building and maintaining teams
  • Comfort and confidence working with large scale customers that require post deployment production support
  • Strong technical aptitude and computer skills (e.g., Web-based applications, Mobile applications, Excel, Word)
  • Undergraduate in engineering preferred
  • Must have great communication skills - you’re able to provide clear & concise guidance through emails, over the phone, or in person
  • Attentive to the details that make service stand out
  • Proficient in the Google Docs suite
  • Strong abilities in the following:
    • project management
    • customer relations
    • data analytics
    • problem solving

Please list the job you're interested in as the subject line, and tell us why you want to join Roostify. Be sure to include a resume or similar document that can quickly outline your relevant experiences.

Technical Support Engineer

San Francisco

At Roostify, we believe that home lending should be a fair, fast, and transparent experience. Roostify’s software is used by banks across the country to improve lending experiences every day.

POSITION SUMMARY

We are seeking a talented Tier 2 / Tier 3 Technical Support Engineer to join our team.  As a member of the Technical Support Engineering team, you will combine your technical expertise with a customer-friendly manner while resolving customer issues. A Roostify expert, you will provide hands on functional troubleshooting, feature explanation, and best practice guidance during critical and time sensitive situations.  You will work closely with the Client Service team - our first line of defense in Roostify’s support channels - helping our customers overcome complex technical challenges. You’ll help define feature requests and capture bugs and follow up with clients on existing issues.  You must be able to communicate issues to engineers on a technical level, yet still speak clearly and in an assuring voice to customers. And since you have a pulse on our customers, Roostify’s Product, Engineering, and Marketing teams will look to you to provide customer insights to help make Roostify the best product possible.

To be happy and successful at Roostify, you must be analytical, self-driven, and enjoy working in a fast-paced startup environment.  You must be excited not just about adding features, extending capabilities, and delivering working and fully tested software, but also about helping to build a company.   You must be someone who welcomes complex challenges, relishes the opportunity to identify the root cause of a problem, and is willing to do what it takes to get the job done as part of a team. You must be able to work effectively and flexibly in a dynamic business environment that includes remote and co-located teams and customers spread across time zones.  Experience in the enterprise IT context is especially helpful.

RESPONSIBILITIES

  • Provide Tier 2 and/ or Tier 3 support for Roostify products / platforms with focus on efforts to triage, analyze and resolve product / platform and data issues
  • Manage highly visible and strategic support cases, and ensure 100% customer satisfaction by providing prompt and complete resolution to technical challenges and business issues
  • Take ownership of customer issues through to resolution - including troubleshooting, external and internal communication, and providing meaningful feedback to the customer on a regular basis
  • Liaise and work closely with internal Roostify teams on escalated technical issues and product roadmap changes / new features
  • Participate in the Client Support on-call schedule
  • Identify customer education gaps or challenges and develop and execute training to fill those gaps
  • Be a friendly subject matter expert for all Roostify products and services, acting as a mentor for junior staff

QUALIFICATIONS

  • Bachelor's Degree in Computer Science, or equivalent experience
  • Minimum 3 years of solid experience providing technical support (Tier 2 or higher) is required; experience providing customer- facing support for web based products in enterprise-level environments is strongly preferred
  • Ability to prioritize and escalate customer issues as needed, to multi-task and perform effectively under pressure, and to manage internal expectations around resolutions and timelines
  • Advanced technical hands-on troubleshooting / root cause isolation skills
  • Experience in deploying to and supporting web applications on AWS or Heroku infrastructure
  • Experience supporting a SaaS platform and providing API support
  • Strong familiarity with web technologies such as JavaScript, HTML, XML, Web Services (candidates must be able to read and understand code written in these languages)
  • Strong understanding of object oriented programming and data structures
  • Extensive experience with relational databases and ability to diagnose and resolve complex data issues
  • Practical understanding of system architecture design for Service Oriented Architectures
  • Must be proficient with analyzing log files and standard debugging concepts
  • Familiarity with tools / practices of the trade such as case management, knowledgebase, issue management, and performance to a Service Level Agreement
  • A natural investigator who can demonstrate analysis, problem solving and troubleshooting skills
  • Detailed, organized and results oriented, with a demonstrated ability to collaborate cross-functionally yet work independently as needed
  • Dependable, motivated, self-starter
  • Demonstrated ability to communicate business and technical ideas to varied audiences including customers, peer engineers, and senior leadership
  • Excellent written and verbal communication skills, with an ability to empathize with customers with varying levels of technical ability

Please list the job you're interested in as the subject line, and tell us why you want to join Roostify. Be sure to include a resume or similar document that can quickly outline your relevant experiences.

Application Security Engineer

San Francisco

Roostify is a market leader in the digital mortgage space. We have a need to grow our information security team and are looking to hire an engineer focused on application security.  We are willing to train if you don’t meet all the requirements.

WHAT YOU'LL BE DOING

  • Review merge requests from software developers to proactively address security concerns before changes are merged to master
  • Validate and address findings from static analysis tools
  • Perform routine internal penetration testing
  • Develop and evangelize secure programming standards
  • Conduct periodic internal software security audits
  • Validate, address, and document responses to security findings from third-party penetration testing engagements
  • Organize routine audit procedures

CANDIDATE REQUIREMENTS

  • 2+ years as a software developer (Ruby on Rails experience is a plus)
  • Proficiency in MVC software frameworks
  • Comprehension of the OWASP Top 10 and similar standard vulnerabilities
  • Good verbal and written communication skills

Please list the job you're interested in as the subject line, and tell us why you want to join Roostify. Be sure to include a resume or similar document that can quickly outline your relevant experiences.

DevOps Engineer

SAN FRANCISCO (strongly preferred) / REMOTE (US)

We're looking for an engineer to join our DevOps team in Engineering. Our ideal candidate is able to deliver projects independently while thriving in a collaborative environment, and has experience working with AWS, Ansible*, and Rails apps (or knows some Ruby).  This is a mid-level position, and may be remote anywhere in the continental US (or based out of our SF office).

* While we work with Ansible and value prior experience with it, candidates with significant experience in other orchestration systems, especially those who have used multiple such systems, are encouraged to apply.

Please list the job you're interested in as the subject line, and tell us why you want to join Roostify. Be sure to include a resume or similar document that can quickly outline your relevant experiences.

Designer

San Francisco

At Roostify, we believe that home lending should be a fair, fast, and transparent experience. Roostify’s software is used by banks across the country to improve lending experiences every day.

We’re seeking an unbelievably talented and thoughtful designer to define and execute against a giant vision that builds upon what Roostify has brought to the home lending industry so far. The role demands great execution, bold innovation, obsession with quality, and the persistence to solve problems with our users interests in mind. Our ideal candidate savors the opportunity to bring bleeding-edge design to an industry dominated by stagnant, ugly, and difficult to use products.

Please be prepared to share an online portfolio.

RESPONSIBILITIES:

  • Define and own Roostify's UI/UX principles and promote those principles across our product development
  • Create new designs, including user flows, wireframes, mocks, and prototypes
  • Communicate design intent to both internal and external teams
  • Solve end-to-end visual problems with a creative eye, and design systems for multi-function web interfaces
  • Deliver the designs for each release by following through on details with the engineering team and driving fit-and-finish polish
  • Collaborate effectively on a team and be willing to explore all options
  • Rationalize and justify design work and advocate for users’ needs
  • Advise on the structuring of and synthesize feedback from user research

QUALIFICATIONS:

  • 3-5 years of applied UI/UX design experience
  • Ability understand complex feature sets in a cross-platform setting
  • Strong information design skills with a solid foundation in UX design heuristics
  • Excellent oral and written communication skills
  • Excellent graphic design skills (layout, typography, color)
  • Ability to generate pixel-perfect production assets
  • Mastery of design and prototyping tools

Please list the job you're interested in as the subject line, and tell us why you want to join Roostify. Be sure to include a resume or similar document that can quickly outline your relevant experiences.

Product Manager

San Francisco

At Roostify, we believe that home lending should be a fair, fast, and transparent experience. Roostify’s software is used by banks across the country to improve lending experiences every day.

As a Product Manager at Roostify, you’ll define the vision and own the roadmap for one of our core platforms. In this role you'll work cross functionally within Roostify and with our partners to drive engagement and delight our users. You’ll play a critical role in the entire product development life cycle from defining new market opportunities and requirements to driving towards execution of a successful go-to-market strategy. This is a high impact, high visibility role, where you’ll be responsible for building products that deliver tremendous value to our users.

You’re a strategic thinker with a strong business acumen. More than delivering features, you aim to drive the business forward. Your natural curiosity and leadership allow you to pinpoint opportunities to transform the home loan experience, and deliver a high-quality product. With a strong grasp of Roostify and our industry, you can inspire external partners to collaborate with us and find common goals to drive projects to completion.

The energy you bring to the products you manage and the partners you work with should reveal your passion for designing and delivering solutions that delight your users.

RESPONSIBILITIES:

  • Investigate and propose areas of investment for our current product
  • Rigorously prioritize opportunities and resources
  • Collaborate with Agile Roostify teams to ship new, impactful features, including preparing necessary technical specifications, coordinating development activity and tracking progress of in-flight projects
  • Actively support the successful roll-out of Roostify at scale in complex customer environments
  • Develop well-informed hypotheses based on a deep knowledge of our customers, competitors and market
  • Define success criteria before the project starts and measure along the way
  • Write product specifications documents, gather feedback from key stakeholders, and drive the building of the product
  • Present the Roostify’s vision and product roadmap to executive and C-level client audiences
  • Work closely with the design team to create wireframes for proposed features
  • Communicate directly with external partners. Craft well-researched business cases to align partners' interests and Roostify’s business goals
  • Work with engineering to understand the dependencies and complexity of implementing features

QUALIFICATIONS:

  • Bachelor’s degree and 2 years or more experience in Product Management
  • Leadership experience in Agile
  • Strong customer and usability focus
  • Excellent organization and communications skills. Must be highly collaborative
  • Natural leadership skills and ability to work with all teams in the company and external partners
  • Creative and resourceful - always finds a way to unblock yourself and your team
  • Deep understanding of and empathy for users
  • Strong ability to analyze, interpret and present data
  • Willingness to travel as needed
  • Organized, professional, and (hopefully) quick-witted

Please list the job you're interested in as the subject line, and tell us why you want to join Roostify. Be sure to include a resume or similar document that can quickly outline your relevant experiences.

Senior Ruby on Rails Engineer

San Francisco (Strongly Preferred) / Remote (US)

We're seeking a Senior Ruby on Rails Engineer to join us in our highly collaborative environment. Our ideal candidate enjoys writing code that is maintainable and easy-to-read, and is eager to learn from and teach others. This is a senior-level position, and may be based out of either our SF office, or remote in the continental US.

RESPONSIBILITIES:

  • Collaborate with and mentor developers with varying experience
  • Collaborate with cross-company colleagues
  • Maintain high code quality and maintainability

QUALIFICATIONS:

  • >4 years of Ruby on Rails programming experience
  • Enthusiasm for (or interest in) agile development and pair programming
  • Familiarity with front-end technologies (HTML, CSS, JS, CoffeeScript)
  • Practical understanding of object oriented programming and data structures
  • Commitment to inclusion, excellence, and professional growth for colleagues

NICE TO HAVE:

  • Experience in agile development and pair programming
  • Experience in or adjacent to the mortgage industry

Please list the job you're interested in as the subject line, and tell us why you want to join Roostify. Be sure to include a resume or similar document that can quickly outline your relevant experiences.

Senior Front End Engineer

San Francisco (strongly preferred) / remote (US)

We're looking for a senior front end developer to join our engineering team.

About us:

We're a customer-oriented company that believes for our customers to be successful, our team must be compassionate and empathetic.  Our engineering team is small (about 30 at the moment) and is diverse across facets such as gender, ethnicity, race, education, and more. We enjoy working with deliberate, thoughtful people who expose their uncertainty to create learning opportunities.

Our product decreases stress and anxiety in one of the largest financial decisions one can make: buying a home. We have found a reasonable business model and achieved a level of product market fit. As part of this team, you will create quality of life improvements for home purchasers and loan officers, as well as build integrations between a variety of financial systems new and old.

About you:

You've had years of professional experience working in Javascript and CSS.  You've worked with Javascript frameworks, and know how to evaluate the right tool for the job.  You're happy to pitch in on migrating our vanilla Javascript to a framework you didn't get to pick yourself, and mentoring others on how to do it.  In your past work, you've extracted Javascript into testable, reusable modules and added tests for them.  You've also extracted CSS into reusable SASS (or similar) components.  You understand that solid HTML is the core of maintainable web front-ends, and know when to work with as well as work against default browser behaviors.  You're familiar with the basics of accessibility, and are enthusiastic about working in a WCAG-compliant environment.

You like to clean as you work.  Code is more readable (though not necessarily more elegant or compact) after you've been by that area.  You know how to learn a company's business priorities, so you can weigh your cleanup work against the changing business priorities of a startup.

You either have used or would like to use Vue.js and Jasmine with Karma.

This might not be you and that's ok, but it'd be cool if it were:

You have experience working with Ruby on Rails.

You have experience in (and enthusiasm for) any of the following: teaching, pair programming, test automation, refactoring, accessibility, and the mortgage industry.

Please list the job you're interested in as the subject line, and tell us why you want to join Roostify. Be sure to include a resume or similar document that can quickly outline your relevant experiences.