Job Title: Technical Support Specialist
We are seeking a highly skilled Technical Support Specialist to join our operations and product team. As the primary technical contact, you will be responsible for diagnosing platform issues, tracing bugs, and communicating findings clearly between client operations teams and Hitch's engineers.
Key Responsibilities
1. Provide Tier 2 support for lender and broker clients, escalating complex issues to engineering when needed.
2. Analyze client-reported issues by examining logs, API requests, database records, and user behavior.
3. Reproduce and document bugs with clear replication steps, timestamps, and expected vs. actual results.
4. Collaborate with developers and QA to verify fixes and regression-test key features.
5. Utilize tools like Postman, AWS CloudWatch, and browser developer tools to debug integrations.
6. Maintain accurate support documentation, internal runbooks, and root-cause analyses.
7. Monitor application health metrics and proactively identify potential system issues.
8. Participate in regular technical support syncs with Product and Engineering.
Requirements
* Strong analytical and problem-solving skills.
* Excellent communication and collaboration skills.
* Ability to work in a fast-paced environment.
* Familiarity with debugging tools and technologies.
* Experience with cloud-based applications and services.
Benefits
This role offers a unique opportunity to work with a talented team, develop your technical skills, and make a meaningful impact on our products and services.
About the Role
This is a full-time position that requires a strong commitment to providing exceptional technical support.