Technical Services Engineer

About SoftPro

SoftPro is the nation’s leading provider of real estate closing and title insurance software. A division of Fidelity National Financial (NYSE: FNF), SoftPro’s technology solutions are trusted by thousands of law firms and title companies across the country and play an essential role in residential and commercial real estate transactions. Our headquarters is in Raleigh, North Carolina.

Why Join SoftPro?

• Comprehensive Benefits: Medical, dental, vision, disability, and more
• Financial Wellness: 401(k) with company match and Employee Stock Purchase Plan
• Generous Paid Time Off: vacation, holidays, and parental leave
• Flexibility: Some positions are eligible for 100% remote work, plus hybrid options for those living near our Raleigh HQ

Award-Winning Culture

SoftPro has received national recognition for our outstanding customer service and innovative products. We were recently named a 2025 Best Place to Work by the Triangle Business Journal—an honor we’ve earned 13 times since 2012!

Role Overview

SoftPro is seeking a Technical Services Engineer to join our elite Technical Services Team. This role can be based at our Raleigh, NC headquarters in a hybrid capacity, or performed remotely. We are currently undergoing an operational transformation, shifting from traditional support to a modern Site Reliability Engineering (SRE) model. We aren't just looking for someone to "close tickets"; we are looking for a driven, self‑starting engineer who wants to automate away the mundane, leverage AI to reduce noise, and safeguard the systems that power billions in real estate transactions.

Responsibilities

• Reliability & Performance: Ensure 24x7 stability for SoftPro’s largest customers by managing, supporting, and deploying complex application components.
• Toil Reduction: Identify repetitive manual tasks and use Python, PowerShell, and AI‑driven tools to automate them out of existence.
• Root‑Cause Analysis: Develop T‑SQL and Splunk queries to identify patterns and prevent future outages.
• Modern Observability: Utilize tools like AppInsights, Azure Portal, and Splunk to monitor system health and catch issues before the "blast radius" affects our users.
• SRE Mindset: Participate in major production incident triaging and contribute to the "blameless" post‑mortem process to improve our infrastructure.
• Incident Management: Manage the full lifecycle of escalations through ServiceNow with high attention to detail and precise documentation.

Required Skills (The Essentials)

• Driven Self‑Starter: You don’t wait for a manual. You see a problem, you research it, and you solve it.
• Technical Foundation: Deep experience with MS Windows Desktop/Server OS, SQL Server, and Citrix environments.
• Automation Reflex: Proficiency in Python or PowerShell. If you have to do a task twice, your first instinct should be to script it.
• Analytical Thinking: Experience building, implementing, and monitoring server operations with a focus on logical troubleshooting.
• Resilience: The ability to stay clear‑headed and effective in high‑pressure, mission‑critical situations.
• Communication: Concise written and verbal skills—you can explain complex technical issues to both devs and non‑technical stakeholders.

Desired Skills (The Edge)

• SRE Knowledge: Familiarity with Site Reliability Engineering concepts (SLOs, Error Budgets, Observability).
• AIOps Awareness: Interest or experience in using AI/Machine Learning to correlate data and filter operational noise.
• Tooling: Experience with Splunk, Azure Portal, or ServiceNow.
• Audit & Compliance: Experience working within regulated environments and following strict Change Management protocols.

Why You’ll Love Working Here

You aren't just another headcount; you are a critical part of our "Five Keys for IT Technical Services." We value Ownership, Innovation, and Continuous Improvement. We offer a culture where you are empowered to take initiative, go the extra mile, and help us build a more reliable, automated future.

Core Values

• Deliver AMAZING Customer Service
• Be an AWESOME Teammate
• Adopt a Sense of Urgency
• Innovate to be Efficient
• Produce Quality Work
• Take Initiative
• Go the Extra Mile

Equal Opportunity Employer

FNF, its affiliates and subsidiaries, is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, protected veteran status, national origin, sexual orientation, gender identity or expression (including transgender status), genetic information, or any other characteristic protected by applicable law.