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Technical Support Engineer
1 month ago
Roots is redefining real estate investing with a never before seen resident-centric model. We’re totally reshaping the tenant-landlord relationship by offering residents the chance to not just rent but partner in the property they live in. This is not rent-to-own; this is the first ever own-while-you-rent program Our innovative “Live In It Like You Own It®” program is about more than just providing a place to live; it’s about fostering a sense of community and financial empowerment. By intertwining investment opportunities and resident engagement we have proven that this model truly does do good by the residents, and performs quite well for our Investors. Roots is committed to making a positive impact and helping millions of people build wealth through real estate. We believe that a win-win ecosystem is the only type worth building
Our WhyWe fundamentally believe that everyone should have an opportunity to build wealth. This belief is what guides our mission of giving everyone the opportunity to build wealth and secure their financial future through investment in real estate.
In pursuit of our mission we will help 1 Million people grow wealth by breaking down the barriers to real estate investment for the masses, and making real estate as easy to invest in as the stock market.
Providing unreasonable hospitality is core to our mission and cause. In this role, you will play a critical part in ensuring we uphold our commitments to our investors by bridging between the Investor Experience Team and the Engineering Team, ensuring technical issues affecting our users are triaged and resolved efficiently, while growing your knowledge of the product on the way to making meaningful contributions to the engineering cycle.
Roots fundamentally believes that you will always make a larger impact on a smaller team of highly motivated, collaborative people that are driven by the impact they create. Therefore, Roots believes in hiring great people and giving them the resources and autonomy to be the absolute best versions of themselves.
Role Responsibilities
- Collaborate with the Investor Experience Team to troubleshoot and resolve technical issues in a timely manner.
- Work with internal tools to resolve technical issues and work to improve those tools.
- Build and maintain standard procedure documentation for resolving common technical issues for users.
- Answer technical support phone calls and work to resolve reported issues.
- Contribute high-quality code for minor feature improvements and bug fixes.
- Collaborate with Product to define requirements around product enhancements needed to better solve critical customer pain points.
- Experience providing technical support for a software platform.
- Strong communication skills, with the ability to field customer support calls and walk customers through technical, sometimes complex issues. This person will need to have strong customer service experience to ensure a positive experience for our users.
- Experience interacting with backend and admin systems, and basic knowledge of software engineering and resolving issues/bugs.
- Strong problem-solving skills and the ability to troubleshoot issues effectively.
- Basic knowledge of software engineering and resolving issues/bugs.
- Ability to work collaboratively with a team.
- Self-motivated and detail-oriented with a strong desire to learn and grow.
- Ability to work within the US Eastern Time Zone.
- No stranger to fast-paced Impact Driven work.
- Prior experience with Fintech/Investment software.
- Experience working in a remote/hybrid environment.
- Accountability: We take our responsibilities seriously and always stay transparent.
- Student Mentality: Continuous learning and growth are at our core.
- Driven: We strive to exceed expectations. We aim for excellence in everything we do.
- Fairness: We’re committed to equitable treatment for everyone.
- Great Stewards: We manage our resources and relationships with care and responsibility.
- Fun and Fearless: We face challenges with a positive and bold spirit. We challenge each other, the status quo, and “how it’s always been done”.
At Roots, we're committed to providing equal employment opportunities to all individuals, regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. We firmly believe that diversity fuels creativity and innovation, enhancing the quality of our work and the strength of our team. Join us and be part of an inclusive environment where every perspective is valued.
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