Customer Support Engineer

Customer Support Engineer DownHome Solutions Ready to make a real difference in the world helping not for profits make loans to community based projects and people in need? DownHome Solutions seeks to fill a full‑time, remote technical support role. Candidates should be available to work in the East Coast time zone at 8 am and will join our small, fully remote support team located across the country. Our staff supports nonprofit organizations around the US and the world that make social‑good loans to people in need, such as small‑business loans, payday‑loan alternatives, and first‑time home‑buyer loans. Note: This role is US‑based only. Who you are: We are looking for a friendly, flexible individual with experience in lending. Familiarity with technology is required; previous technical support experience and/or background in microfinance or community lending is preferred. Strong critical‑thinking, problem‑solving, and customer‑focus are essential, as clients nationwide depend on our personable, patient, and courteous online and phone support. Responsibilities: Develop a thorough working knowledge of the software platform and our customer base of community lenders. Provide end‑user support via Zoom, email, and other online support tools. Troubleshoot reported issues and coordinate solutions with other support staff and the development team. Perform manual software QA testing. Participate in team meetings to advance customer support and software development. Engage in additional tasks as assigned, exploring specialties such as sales and marketing, web design, data analytics, accounting, compliance, or QA testing. Required Skills / Experience: Strong English communication, analytical, and technical skills with excellent time management. Experience serving multicultural clients. Excellent people skills and ability to collaborate in diverse, dynamic teams. Computer skills, including proficiency with Google Suite, Excel, and basic accounting. Bachelor’s Degree in a related field or equivalent experience (preferably in business administration, accounting, finance, or community and economic development). Desired Skills & Experience: Strong understanding of lending, loan origination, and loan servicing, particularly in the context of CDFI lending. Loan servicing software experience is a plus. Familiarity with federally funded programs relevant to the CDFI industry, such as the SBA Microloan Program, SBA Community Advantage program, EDA, USDA, CDBG, etc., including knowledge of reporting requirements. Knowledge of Credit Bureau reporting, bankruptcy, and delinquency. Solid understanding of mathematical concepts related to interest, amortization, and loan servicing requirements. Familiarity with accounting principles and various accounting applications like QuickBooks, Sage Intacct, etc. Spanish language proficiency, including banking vocabulary, would be a plus. Compensation and Benefits: Salary range $60k – $85k, based on skills and experience. Benefits include paid holidays, paid time off, medical, dental, and vision coverage, a retirement plan with employer match, and a budget to set up a home office. We also consider part‑time candidates available mornings in EST, providing adjusted compensation and benefits. Our team is fully remote and located worldwide; we use video and Slack to maintain a friendly and productive culture. We are an equal opportunity employer and we welcome you to apply! #J-18808-Ljbffr