Technical Support Expert
We are looking for a skilled Technical Support Expert to join our operations and product team.
* Serve as Tier 2 support for lender and broker clients, escalating bugs and complex issues to engineering when needed.
* Investigate client-reported issues by analyzing logs, API requests, database records, and user behavior.
* Reproduce and document bugs with clear replication steps, timestamps, and expected vs. actual results.
* Collaborate with developers and QA to verify fixes and regression-test key features.
Key Responsibilities:
The successful candidate will have the following responsibilities:
* Analyzing customer complaints to determine root causes and implement solutions.
* Maintaining accurate documentation of all incidents, including reproduction steps and expected results.
* Working closely with engineers and QA to ensure that all issues are thoroughly investigated and resolved.
Requirements:
To be considered for this role, you must have:
* A minimum of 2-5 years of experience in technical support, QA engineering, or DevOps support for SaaS or fintech platforms.
* Excellent written and spoken English communication skills (C1 or native-level).
* Familiarity with APIs, webhooks, JSON payloads, and browser console/network tools.
* Ability to read and interpret basic SQL queries or error logs.
* Strong organizational skills and attention to detail when documenting issues.
* Experience with ticketing systems (Zendesk, Linear, Asana, or Jira).
Nice-to-Have:
The following qualifications are highly desirable:
* Background in mortgage, lending, or real estate technology (LOS, POS, or Encompass integration).
* Knowledge of AWS, Node.js, or React debugging.
* Experience working with Plaid, Truework, Prudent AI, or other fintech APIs.
* Portuguese or Spanish proficiency (to collaborate with our Brazil-based engineering team).