Implementation and Escalations Engineer

Implementation & Escalations Engineer - Farmington, UT Why Loan Pro:

“We want to change how the future of finance works. We’re working to change finance to be highly personalized. It changes who has access to capital. It changes personal finances. It can have a ripple effect on everything you do. Loan Pro unlocks finance.”
-Rhett Roberts, CEO

At Loan Pro, we 're more than just a fintech company—we’re transforming the lending landscape. With over $18 billion in loans managed across North America, Loan Pro 're not just growing—'it's leading the industry transformation.

“Steve Jobs was once asked what he was most proud of  it the iPhone? Was it the iPad? Steve Jobs replied it was the team that built Apple. That’s what I'm most proud of here at Loan Pro- the team that builds Loan Pro. We do what we do because of our people.”
-Rhett Roberts, CEO

At the heart of our success are our exceptional employees, whose talent, passion, and dedication fuel the growth and profitability of our company. As a next-generation SaaS platform, we deliver core lending infrastructure that empowers mid-market and large lenders to operate more efficiently, quickly, and effectively. Our cloud-native solution helps clients streamline operations, enhance organization, and drive unparalleled performance in their lending processes.

The Implementation and Escalations Engineer is a key technical role focused on maximizing the value of the Loan Management Software (LMS) platform through the effective use of product extensions and custom solutions. This role is responsible for building, and automating complex workflows, managing data transfers and reporting, and ensuring seamless connectivity between the LMS platform and integrated systems such as Footprint, Taktile, and Workato.

A crucial aspect of this position is managing and resolving highly escalated support topics and technical incidents related to the implementation, configuration, and function of these product extensions. The Engineer provides advanced troubleshooting, deep technical expertise, and cross-functional coordination to ensure long-term stability and customer success, and also guides internal teams on advanced technical problem-solving within the product extension ecosystem.

• Takes ownership of deep learning about our software, its functions, and how it fulfills our customers' needs and how they use the product.
• Develop and implement custom product extensions (e.g., configurations, custom endpoints, or third-party tools like Workato) to meet complex customer workflow, data transfer, and reporting requirements.
• Automate and optimize internal and external processes using product extensions and integrated platforms (Footprint, Taktile, Workato, APIs) to drive efficiency and scalability.
• Own and resolve high-priority, escalated support tickets related to product extension functionality, custom workflows, data integrity, and integration failures.
• Apply expert-level troubleshooting to diagnose technical issues across the core platform, product extensions, and integrated systems.
• Partner with Product, Engineering, and Support to investigate, document, and resolve high-priority customer-impacting problems, including bugs, configuration challenges, and workflow deficiencies in product extensions.
• Mentor Technical Success team members to deepen technical knowledge of product extensions and strengthen advanced troubleshooting capabilities.
• Works closely with Product Management to ensure escalated issues and recurring customer pain points related to product extensions inform the product roadmap.
• Analyzes and tests programs and products prior to formal launch.
• An essential function of this role requires onsite work to collaborate with other team members. Remote work can be conducted at manager's discretion and in accordance with company hybrid policy, although the first 90 days are expected to be in office completely to accommodate in person training.
• Other duties as prescribed — this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee and may change…