Systems Support Analyst, IT at Homeward

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Our Values

THE GOLDEN RULE
Whether we’re dealing with colleagues or customers, we follow The Golden Rule, treating others the way we want to be treated. It’s a simple rule, but it’s also significant: we don’t prioritize money or growth over people, and we practice empathy at every opportunity.

CALM FOCUS
We work in tech and build solutions for real estate. Both are fast-paced and stressful industries. So it’s important that we focus on the larger objective rather than rushing from one task to the next. If something is out of scope, we say “No.” If something feels rushed, we pump the brakes. This calm focus helps us create solutions our customers love.

ONE TEAM, ONE DREAM
Big problems require big solutions. We look at our customers’ experience holistically, and recognize that solving them requires collaboration across teams. This approach extends to cooperation among our three affiliate companies — Homeward, Homeward Mortgage, and Homeward Title — and results in a better homebuying experience. 


About The Opportunity

Homeward is looking for a Systems Support Analyst to deliver and help shape the implementation of our quickly growing IT environment. This person will focus on resolving technical support related inquiries and requests within the IT and Security realms of Homeward. Work with the cross functional teams to make sure their needs are met for both current and future objectives.


In this role, you will
  • Provide essential technical support to IT operations based on business needs, covering a work schedule which includes one weekend day (Sunday-Thursday or Tuesday-Saturday) 
  • Resolve technical support incidents related to client systems and applications including operating system (Windows & Mac), SAAS applications, laptops, desktops, and hardware accessories 
  • Participate in on-call responsibilities to triage and resolve technical support issues
  • Collaborate with the IT team and business partners to support key responsibilities within larger business initiatives
  • Support escalated technical and internal customer issues that are not solved by Help Desk support.
  • Handle business-critical IT tasks and systems that provide commercial advantage in a global marketplace
  • Participate in the design, planning, and delivery of the IT roadmap and initiatives
  • Identify opportunities to document technical support processes and procedures.
  • Create self-help content content aimed at proactively resolving technical support issues
  • Partner with internal and external partners to communicate project status, activities, and achievements
What you’ll bring
  • At least 3+ years of technical support experience in a service desk support role
  • Troubleshooting skills for Windows OS, MacOS, Google Apps, and endpoint security platforms
  • Proven work experience in a fast paced IT environment
  • Excellent troubleshooting skills
  • Customer focused and a passion for resolving unique problems
  • Support of critical SaaS business applications
  • Strong task management skills
  • Support of a fully remote workforce
  • SOC2/PCI Compliance a plus
  • Ability to maintain internal infrastructure requirements including, laptop and desktop computers, servers, routers, switches, firewalls, printers, phones, security updates; support internet, LANs, WANs, and network segments

Pay and benefits

  • Compensation range: $50,000 - $60,000
  • Remote-first environment (our Headquarters are in Austin, TX, come visit!)
  • Company-wide bonus 
  • Exciting stock option grant for every full-time employee 
  • 401(k) employer contribution match 
  • Health and wellness benefits, including medical, dental, vision, and life insurance
  • Twenty days of vacation, five sick days, twelve company holidays, and two floating holidays each year
  • Generous paid parental leave of up to 14 weeks

See more about how Homeward takes care of our team by providing a generous package of benefits here.

About Homeward

Buying a home should be an exciting milestone. But all too often, it’s stressful, especially in a competitive market or when you’re buying and selling at the same time. So we’re redesigning the home-buying experience. We’re a fast-paced real estate startup that empowers agents to help homebuyers buy with cash. We buy homes on behalf of our partners’ clients with our cash, then the client buys the home back from us. 

Founder and CEO Tim Heyl, a 10-year industry veteran and owner of one of the fastest-growing agent teams in the country, started Homeward in 2018. In fact, he bought our first customer’s home with his own life savings. Today we offer two services — Buy with cash and Buy before you sell.

We’ve raised more than $160MM in equity capital from top-tier venture investors, including Norwest, Blackstone Alternative Asset Management, Adams Street, Javelin, and LiveOak. Our leadership team includes experts from the real estate, mortgage, and technology industries.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • PythonLanguages
    • SqlLanguages
    • ReactLibraries
    • Google AnalyticsAnalytics
    • ModeAnalytics
    • Google DriveManagement
    • JIRAManagement
    • DocuSignCRM
    • HubSpotCRM
    • SalesforceCRM
    • MailChimpEmail
    • HubspotEmail
    • MarketoLead Gen

An Insider's view of Homeward

What's something quirky about your company?

Our culture blends tech with mortgage and title, two traditional industries. So you might hear a product team member say, “Tell me more about title insurance.” And someone from title will say, “Remind me what an MVP is.” It’s humbling to marry expertise from both of those worlds and it reminds us that we all have a lot to learn from each other.

Caroline

Lifecycle Marketing

How do you empower your team to be more creative?

Our goal as a leadership team is to help our teams understand shared goals, then support them in defining sub-goals, how to measure success, & the best practices to drive projects forward. By aligning on outcomes & successful project execution, teams can quickly experiment & learn, allowing them to explore novel solutions to deliver better results.

Colin

VP, Product

What's the biggest problem your team is solving?

We have common goals & success metrics that we point to at the company level, but there’s no single common denominator for success at the individual level. We believe there are many paths to get to the “right” solution, and so we encourage employees to leverage their unique strengths and take reasoned, and calculated risks.

Shaun

Senior Director, Product Management

What are Homeward Perks + Benefits

Culture
Volunteer in local community
Homeward's Care Team focuses on supporting team members, volunteering, and donating to non-profits
Friends outside of work
Eat lunch together
Intracompany committees
The Care Team
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Documented equal pay policy
Highly diverse management team
Hiring Practices that Promote Diversity
Homeward's recruiter is certified as an Inclusive Talent Acquisition Provider and will be promoting Homeward at various female and minority-focused groups around Austin.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Onsite Gym
Team workouts
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Up to 2% 401K matching
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
You’ll get 14 weeks of paid leave as a primary parent and seven weeks as a secondary parent.
Flexible Work Schedule
Remote Work Program
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Happy Hours
Parking
We offer employees Free on-site parking.
Pet Friendly
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Cross functional training encouraged
Promote from within

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