RESPONSIBILITIES:
- Represent the voice of the customer to Engineering, Product, and Program Management teams by communicating customer issues and relevant information, assisting with investigation
- Maintain excellent, timely communications with Supernova’s customers and internal stakeholders
- Provide technical support to troubleshoot and resolve issues reported by customers and other team members through chat, helpdesk inquiries, email as well as phone
- Troubleshoot and analyze errors, inconsistencies, and potential bugs, utilizing knowledge of cloud hosting services, logging and monitoring applications, and storage/database layers as required
- Monitor front-end and back-end systems to ensure constant un-interrupted functionality
- Provide fault isolation and root cause analysis for technical issues and outages as well as detailed bug analysis for product and development teams
- Provide configuration instructions, training, and best practices to customers to strengthen the knowledge of the Supernova product
- Act with speed and take ownership of sensitive and/or highly critical issues that need expedited resolution
- Be able to lead and delegate tasks to provide faster and more efficient resolution
- Write technical documentation or knowledge base articles for undocumented incidents as well as update outdated technical documentation
- Provide scheduled on-call support to assist with post-business hours incident management and developer assistance
- Strive to continue to learn each area of Supernova to become an eventual Subject Matter Expert (SME)
QUALIFICATIONS:
- BA/BS Degree in Computer Science or IT Related Field of Study
- 1+ years of experience as a Technical Support Engineer, Application Support Engineer, or applicable customer service experience
- Basic knowledge of back end and front-end programming languages, including Java, Python, SQL, and JavaScript
- Knowledge and understanding of database structures, table relationships, and SQL to query and alter database information
- Basic knowledge of Command Line/Terminal and commands associated with back end services, including CURL Commands, SSH, PGP, AWS CLI, etc
- Excellent written and verbal communication skills
- Ability to work independently and within a highly collaborative team environment
- Commitment to continuous education and drive to stay up to date with the latest technologies
- Ability to lead by example and assist the Enterprise Manager with leadership duties
- Back-end hosting solutions knowledge, such as AWS or Microsoft Azure is a plus
What We Do
Supernova is the technology leader in securities-based lending ("SBL") solutions that connect and empower the entire financial ecosystem. We offer the world’s first and only cloud-based, fully-customizable, end-to-end software solution to automate securities-based lending from origination through the life of the loan.
Why Work With Us
At Supernova, we're all about helping investors to achieve financial wellness. And that starts with cultivating an awesome company culture where everyone enjoys working hard and celebrating...together. We envision a world where all people have the highest probability for accomplishing their goals with the least amount of risk.
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Supernova Technology Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Employees report to the office at least 4 days a week on which ever days make most sense for them.