Aquila

Manage client inquiries, troubleshoot issues, and support software features to ensure excellent customer experience. | 2+ years in technical customer support, proficiency with support tools, strong communication skills, and ability to learn new technologies quickly. | Who we need Infinity Software has been part of Aquila since 2021. We build software that helps alternative lending institutions lend money to all individuals regardless of their financial history. At Infinity, we recognize that the only way for our clients to perform better is for our software to outperform the status quo, surpass the competition, and exceed expectations. Our highly customizable platform delivers functionality to manage loan products, marketing campaigns, collections, analytics, and reporting with precision and efficiency. Reporting to the Senior Manager, Customer Success, we are looking for a Customer Support Specialist. You will be the trusted point of contact for a portfolio of 20 to 40 clients across the United States and Canada. You will ensure timely, accurate, and professional support by managing inquiries, troubleshooting technical issues, and guiding users through software features. Your ability to handle multiple priorities, provide real-time assistance via phone, chat, and email, and maintain a clear and friendly communication style will be essential to creating an exceptional client experience. This is a full time, fully remote position within the United States or Canada with working hours aligned to 9am - 5pm PST. What’s in it for you Challenges. You are seeking a customer support role where no two days are the same. This is an opportunity to provide technical support and training to a diverse audience on complex and highly customizable solutions that undergo regular updates and enhancements. You want to be part of a mission-driven organization where your expertise directly helps customers extend access to small loans for individuals who need them most. Impact. At Infinity, we have built a focused, fun, and collaborative remote environment where talented individuals come together to create something meaningful. We are committed to fulfilling our mission—to give both our employees and customers the freedom to grow. With 4 billion people globally excluded from traditional financial systems, your work will have real-world impact. Professional growth. You will work alongside a manager who brings a coaching mindset to leadership; someone who wants to support you as a valued team member and unique individual. A former collegiate baseball player and current coach, he is dedicated to helping you refine your skills, play to your strengths, and advance your career, enabling you to deliver your best performance consistently. As part of Constellation Software, you will have access to continuous learning, internal mobility, and advancement opportunities within Infinity, Aquila, or another business line. How you will make an impact: Customer support. You will manage incoming support requests, triage emails and calls, create tickets when needed, and resolve issues efficiently. You will address concerns from password resets to functionality questions with professionalism and accuracy. You will provide real-time assistance and follow up consistently to ensure resolution and client satisfaction. Problem resolution and collaboration. You will be responsible for thoroughly researching and documenting solutions to complex issues by digging into historical data, reviewing past closed tickets, and leveraging internal team knowledge. You will collaborate closely with Developers and Business Analysts, actively engage in group communication channels to share findings, and contribute to efficient, client-focused solutions. You will actively participate in team meetings, training sessions, and webinars to ensure alignment and ongoing development. Knowledge sharing and process improvement. You will gather client feedback, communicate enhancement requests to Product and Development teams, and train clients on new releases. You will take part in continuous learning and knowledge sharing to drive ongoing improvement across the team. Here’s what you bring: The experience. You have 2+ years of experience in technical customer support, ideally in a startup or high-growth environment. You thrive in a fast-paced setting where your initiative, drive, and autonomy meet and exceed the needs of customers. You take a service-oriented and solution-oriented approach to every problem, conducting thorough research, gaining valuable insights, and applying your findings to solve complex issues effectively. The flexibility. You are available to work from 9:00 a.m. to 5:00 p.m. Pacific Time (PST) to provide responsive support to our clients during their business hours. The technical skills. You are proficient with Microsoft Office, databases, and remote access tools. You have a growth mindset and can quickly come up to speed on new releases and functionality, learning new tools quickly. You are comfortable learning and adapting to new technologies, including chatbots, automated ticketing systems, and AI-enhanced help desk platforms, and you understand how these tools can streamline and enhance support workflows. The solution focus. You are analytical, detail-oriented, and client-focused with strong critical thinking, problem-solving, and organizational skills. You can identify patterns, reference prior resolutions, and build upon existing documentation. The interpersonal skills. You possess excellent verbal and written communication skills, enabling you to build relationships and earn trust with ease. You can interact confidently with customers at any level, delivering clear information and support and translating technical guidance for non-technical audiences. You are a collaborative team member in a virtual environment. You are responsive, exercise sound judgment, and understand the importance of tone, timing, and clarity in every exchange. You value inclusivity and show respect for differing perspectives. Why join? Aquila is a division of Constellation Software Inc., one of the largest and most successful software companies in Canada and the most successful technology stock in Canada over the last 10 years [TSE: CSU]. Our entrepreneurial culture, lean environment, and people come together to form a dynamic organization where purpose drives our growth. This is a place where high performance and hard work are rewarded, where leaders are grown, and where the best ideas win. With the autonomy to be creative and curious, we collaborate and iterate to achieve real impact in the communities we support. We spend our days asking questions and challenging the status quo, manipulating our structure, roles, and internal operations in order to stay ahead in a competitive landscape. If you share our growth mindset, relationship-focused approach, and high moral fiber, you will thrive at Aquila. Apply now. Diversity and inclusion are not mere words on paper to us. We welcome and appreciate candidates with a range of backgrounds and experiences. If you have most of the qualifications we are seeking, and want to play an integral role in our success, apply to express your interest. What you can expect from our interview process: A virtual interview with a Talent Advisor to express your interest in the role and share your experience. The conversation will be recorded using BrightHire, an AI-powered video interview tool. More details will be shared when you are invited to interview. A virtual technical interview with the Senior Manager, Customer Success and the Team Lead, to review your technical knowledge and customer service approach and to explore how you fit with the role and the team. A virtual interview with the Director of Operations to discuss the mission and growth strategy of the company. Aquila welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. #LI-Remote #LI-DNI

Manage and evolve financial software products, define roadmaps, collaborate with development and clients, and contribute to modernization efforts. | Experience in product management or related roles, technical understanding of systems and SQL, leadership skills, and domain knowledge in financial services or public housing finance preferred. | Who we are Aquila, a group within Constellation Software Inc., one of North America’s largest and most respected software companies, invests in category-defining B2B and B2G software businesses globally, providing long-term support and strategic guidance. Emphasys Software has been part of Aquila since 2008. Operating across five specialized divisions, Emphasys provides mission-critical software that modernizes and streamlines complex processes for housing authorities, lenders, and government agencies in nearly every state. Through its products and services, Emphasys helps house roughly half of the country’s most in need families. At Emphasys Housing Finance (HFA), a division of Emphasys, we build and support the only end-to-end financial software in the U.S. dedicated to affordable housing. As the largest full-service provider in this space, we enable State Housing Finance Agencies and other organizations to administer programs that help families access affordable homeownership or rental housing. Our solutions power the financial backbone that processes funding, manages compliance, and ensures every support dollar is tracked and maximized. Who we need Reporting to the VP of Operations in the HFA Division and collaborating across teams, we are looking for a Product Manager, Financial Software. As our new Product Manager, Financial Software, you will take ownership of our Financial Systems product line using your product management experience and strong technical skills to define, prioritize, translate and oversee new features and enhancements, define product roadmap, and manage product priorities across the Client Services and Development teams. You will work closely with the Development team on system design, business analysis, and deployment of new functionality; collaborate with clients to create Statement of Work for new features or products; and contribute to the pre-sales process during RFP’s, demos, and any contract negotiations. This is a remote position based in the United States, with availability required during standard Eastern Time (EST) business hours and occasional travel to conferences, up to three times per year. What’s in it for you Influence and impact. Our software helps over 70% of Housing Finance agencies in the US manage their processes and funds to provide low-income housing and down payment assistance to those in need. As our new Product Manager you will directly support public finance professionals who rely on our technology to administer low-income housing and down payment assistance programs, supporting millions of Americans seeking affordable housing. Breadth and visibility. This is a broad, highly visible role that spans beyond product management. You will engage with customers, internal teams, and the market, building relationships, gathering insights, and influencing how our financial solutions evolve. Whether your background is in implementation, business analysis, or you are currently a product owner, this is an opportunity to expand your scope and take the next step into product management. Career development. You want to take on a highly-visible and influential role at a company with a purpose. You will work in partnership with the GM and VP of Operations on the roadmap and modernization and replatforming initiative for our financial product line, helping shape its future architecture and exploring the use of emerging technologies, including AI and automation. You will have the autonomy to direct your work, own the product deliverables, and influence customers and internal teams. You will be in a position to grow into a Director role or move into a different business unit within our parent companies - Aquila or Constellation Software. What you will do as our new Product Manager, Financial Software: Product modernization. You will play a key role in the multi-year modernization of our financial software platform, working closely with the development team to evolve the architecture, evaluate new technologies (including AI and automation), and enhance system performance, scalability, and user experience. You will bridge financial domain knowledge with technical insight, helping ensure the modernization aligns with customer needs, regulatory standards, and long-term product goals. Product strategy. Partnering with the General Manager and VP of Operations, you will contribute to defining and executing the product roadmap. You will set measurable goals tied to technology, security, and compliance objectives, and participate in discussions that shape the problems we aim to solve for our customers. You will also lead discovery and design sessions, exploring the feasibility of proposed features through market research, data analysis, and client interviews, ensuring every decision is rooted in usability and impact. Product delivery. You will ensure delivery plans are in place, backlog issues are prioritized, and all fixes are tracked and queued for release. You will serve as the escalation point for any issues impacting scope, timing, or quality. Working cross-functionally, you will consult with customers to gather feedback and requirements, collaborate with developers to translate those needs into technical solutions, and coordinate with Sales to deliver product demonstrations that showcase enhancements and new features. Grow your network. You will represent Emphasys at industry and user conferences, conducting demos and sharing insights that promote our platform and its advancements. You will build trusted relationships with clients, prospects, and internal teams, collaborating with Marketing and Sales to highlight new functionalities and with Client Services and implementation teams to ensure a seamless client experience. What you bring: The experience. You bring financial services domain expertise and a strong understanding of complex systems and client needs. You may have been a Product Manager or Product Owner delivering B2B products, an Implementation or Client Success professional supporting a large financial system from the vendor or client side, or a Business Analyst within a large ERP environment ready to take the next step in your career. Experience working with public housing or government-funded programs would be an asset. The leadership skills. You can gain trust and respect, nurturing collaborative relationships to influence the work of both technical and business teams. You bring credibility and presence when engaging with senior leaders and external stakeholders, communicating with confidence and clarity. You can offer guidance and advice based on broad and deep knowledge of various techniques, tools, and methodologies. You believe in keeping up to date with, and implementing, best practices. The technical knowledge. You have e the technical understanding of browser-based systems, architecture, and SQL to have intelligent conversations on design, infrastructure, files, screens, menus, and feasibility of feature requests. The accountability. You work with a sense of urgency and hold yourself accountable for exceeding expectations and meeting deadlines. You understand how to prioritize competing high-priority requests, navigate the unknown, and confidently represent the team at internal and external meetings. You continuously seek new information and learning opportunities, staying at the forefront of best practices in the industry. The interpersonal skills. You have flexible and effective communication skills, including the ability to explain technical concepts to a non-technical audience. You can confidently make presentations to any level of stakeholder. You have a deep appreciation for diverse opinions and approaches. Join us. As an Aquila company, Emphasys Software brings together bright, talented people who aspire to excellence and share a commitment to upholding our mission: To be a company of outstanding people delivering vertical market software solutions through long-term partnerships with clients. Our entrepreneurial culture, lean environment, and people come together to form a dynamic organization where purpose drives our growth. With the autonomy to be creative and curious, we collaborate and iterate to achieve real impact in the communities we support. We spend our days asking questions and challenging the status quo, manipulating our structure, roles, and internal operations in order to stay ahead in a competitive landscape. If you share our growth mindset, relationship-focused approach, and high moral fiber, you will thrive at Aquila. Apply now. Diversity and inclusion are not mere words on paper to us. We welcome and appreciate candidates with a range of backgrounds and experiences. If you have 70% of the qualifications we are looking for and want to play an integral role in changing an industry, apply to express your interest. What you can expect from our interview process: A virtual interview with a Talent Advisor to discuss your interest in the role and share your experience. A virtual interview with the General Manager and the VP Operations to share more about your experience and explore how it aligns with the team's needs. You will have the chance to ask questions about the role, team and culture. A final virtual interview with the broader team to discuss how you would collaborate and contribute, and to address any remaining questions. Aquila welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. #LI-Remote #LI-DNI

Provide tier 1 and 2 support for cloud environments, troubleshoot technical issues, manage deployments, and document support activities. | Experience in technical support roles with knowledge of Azure, SQL, CI/CD tools, and virtual application delivery. | Who we are Aquila, a group within Constellation Software Inc., one of North America’s largest and most respected software companies, invests in category-defining B2B and B2G software businesses globally, providing long-term support and strategic guidance. Emphasys Software has been part of Aquila since 2008. Operating across five specialized divisions, Emphasys provides mission-critical software that modernizes and streamlines complex processes for housing authorities, lenders, and government agencies in nearly every state. Through both products and services, Emphasys helps house roughly half of the families most in need in the country. At Emphasys PHA, a division of Emphasys, we develop and support industry-leading software designed specifically for Public Housing Authorities across the United States. As a trusted provider in the affordable housing sector, our solutions help PHAs efficiently manage operations, ensure regulatory compliance, and deliver critical housing services to families and individuals in need. From applicant intake to rent calculations and unit inspections, our platform supports the full lifecycle of public housing programs—empowering agencies to focus on their mission of providing safe, stable, and affordable housing. Who we need Reporting to the Technical Operations Manager, we are looking for a Technical Support Specialist. As our new Technical Support Specialist you will be part of a team providing front-line technical expertise across our hosted environments, taking ownership of escalated issues related to Azure Virtual Desktop Infrastructure (VDI), MSIX App Streaming, SQL performance, and application deployment pipelines. You will work closely with our Infrastructure, Development, and Product teams to troubleshoot, document, and improve the reliability, performance and security of our technical operations. This is a full-time, fully remote position within the US. What’s in it for you Breadth and depth. You will deepen your expertise in modern cloud platforms and deployment tools while building hands-on experience across a wide range of technologies—from virtual desktops and SQL databases to application deployment pipelines. Your work will support essential systems used by government clients to manage funding, determine program eligibility, and allocate resources within their communities. A collaborative culture. You will join a close-knit support team trusted with high-priority issues and critical environments. While much of your time will be spent on ticket resolution, your input on optimization, documentation, and internal tooling will be valued. Career growth. You will receive direct mentorship from seasoned leaders and collaborate with a skilled team where teaching is prioritized. Whether you want to grow your role on this team, another area of Emphasys, or as part of the larger Aquila team, you will be supported in your career development. As our new Technical Support Specialist, you will: Support Azure-hosted environments. You will provide tier 1 and 2 support across Azure Virtual Desktop (AVD), SQL databases, MSIX app streaming, and related Microsoft services. You will support cloud migrations and environment upgrades by performing environment testing, documentation, and troubleshooting. Resolve technical issues. You will respond to a range of tickets, including password resets, printing issues, environment access, SQL errors, and plug-in failures. You will troubleshoot, resolve, and communicate problems based on priority, escalating when necessary. Manage and optimize deployments. You will assist with managing CI/CD pipelines, primarily using Octopus Deploy, and help automate processes for application updates and patches. Work across server technologies. You will interact with IIS, Active Directory, File Servers, Domain Controllers, and API Servers to support performance, access, and integrations. You will assist with database backups, restores, and disaster recovery to ensure continuity and performance. Document, track, and improve. You will log incident reports, resolution steps, and system notes in the internal ticketing system. You will identify opportunities to improve documentation, streamline support tasks, and share knowledge with peers. You bring: The customer service focus. You have professional, adaptable communication skills and can explain technical issues clearly to a range of non-technical stakeholders. You are patient and maintain a professional, empathetic tone when handling support requests. You document resolutions thoroughly and thrive in a role that balances independence with collaboration in a fast-paced environment. The experience. You have worked in a technical support or systems role, with knowledge of Azure Virtual Desktop, SQL troubleshooting, and virtual application delivery. You have used CI/CD tools such as Octopus Deploy or similar and understand their function in deployment pipelines. The analytical mindset. You are confident analyzing logs, tracing issues across interconnected systems, and solving technical problems with urgency and creativity. You balance support tickets with deeper troubleshooting and proactive monitoring. Join us. As an Aquila company, Emphasys Software brings together bright, talented people who aspire to excellence and share a commitment to upholding our mission: To be a company of outstanding people delivering vertical market software solutions through long-term partnerships with clients. Our entrepreneurial culture, lean environment, and people come together to form a dynamic organization where purpose drives our growth. With the autonomy to be creative and curious, we collaborate and iterate to achieve real impact in the communities we support. Apply now. Diversity and inclusion are not mere words on paper to us. We welcome and appreciate candidates with a range of backgrounds and experiences. If you have 70% of the qualifications we are looking for and want to play an integral role in changing an industry, apply to express your interest. What you can expect from our interview process: A virtual interview with a Talent Advisor will be scheduled to discuss your interest in the role and share your relevant experience. The conversation will be recorded using BrightHire, an AI-powered video interview tool. More details will be shared when you are invited to interview. A virtual technical interview with the Technical Operations Manager and the Director of Development. This will be an opportunity for you to ask further questions about the role and team. A final virtual interview with the CEO for you to share more about your interest in the role and team as well as ask any questions around the company trajectory and culture. Aquila and Emphasys Software promote equal employment opportunities for all. We do not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, disability, national origin, veteran status, marital status or any other basis covered by appropriate law. All employment decisions are made based on qualifications, merit, and business needs. We welcome and encourage applications from people with disabilities and accommodations are available on request. #LI-Remote #LI-DNI