Bachelor's degree in Computer Science, Information Systems, or related field, or equivalent experience.
5+ years in technical support, support engineering, or software QA, preferably in B2B SaaS or Fintech.
Strong troubleshooting and debugging skills, with the ability to read logs and trace errors.
Working knowledge of APIs, SQL databases, and software integrations.
Proficiency with bug tracking and support platforms like Azure DevOps or HubSpot CRM.
Excellent communication skills for explaining technical issues to non-technical stakeholders.
Ability to collaborate effectively across Development, Product, and Customer Success teams.
Responsibilities
Conduct thorough backend investigations on escalated issues, including root cause analysis and workaround identification.
Author detailed bug tickets and track defects through resolution with clear documentation.
Diagnose and resolve complex API, SmartView, and SQL-related support issues end-to-end.
Develop custom SQL and API solutions for complex customer-facing issues.
Provide technical guidance to Tier 1 Support Specialists on complex cases.
Test and reproduce escalated issues to confirm defect behavior and validate fixes.
Collaborate with Engineering and Product teams to deliver well-documented defect reports.
Benefits
Comprehensive health coverage (medical, dental, vision).
401(k) matching.
Wellness programs.
Professional development opportunities.
Employee recognition programs.
Team building activities and on-site amenities.
Full Job Description
The Opportunity
We are seeking a technically skilled Support Engineer to serve as the critical link between our customer-facing support team and our Engineering and Product organizations. This role owns the full lifecycle of complex technical escalations; from front-end triage and backend investigation to defect documentation and custom resolution, ensuring that only thoroughly vetted, well-documented issues reach development. You will be the technical escalation for API, SmartView, and SQL-related issues, build custom SQL and API-based solutions to resolve complex customer problems, and provide hands-on technical guidance to Tier 1 specialists.
What You'll Own
Conduct thorough backend investigations on all escalated issues before they reach Product or Development, including reproduction, root cause analysis, and workaround identification.
Author detailed bug tickets and track defects through resolution, maintaining clear documentation of reproduction steps, expected behavior, and workarounds.
Serve as the primary owner of all API, SmartView, and SQL-related support issues, diagnosing and resolving complex technical problems end-to-end.
Develop custom solutions using SQL and internal APIs to resolve complex, customer-facing issues that fall outside standard support workflows.
Provide technical guidance to Tier 1 Support Specialists, assisting with complex cases and building team knowledge.
Rigorously test and reproduce escalated issues to confirm defect behavior, validate fixes, and identify interim workarounds that minimize customer impact.
Collaborate with Engineering and Product teams by delivering well-documented, fully triaged defect reports that accelerate resolution and reduce back-and-forth.
Communicate with customers via phone, email, or chat regarding complex or escalated support issues.
What You Bring
Required
Bachelor's degree in Computer Science, Information Systems, or a related technical field or equivalent work experience.
5+ years of experience in a technical support, support engineering, or software QA role, ideally in B2B SaaS or Fintech.
Strong troubleshooting and debugging skills; ability to read logs, trace errors, and isolate root causes.
Working knowledge of APIs, databases (SQL), and software integrations.
Proficiency with bug tracking and support platforms (e.g., Azure DevOps, HubSpot CRM, or similar).
Excellent written and verbal communication skills, with the ability to explain technical issues clearly to non-technical stakeholders.
Ability to operate cross-functionally, building effective working relationships with Development, Product, and Customer Success teams.
Preferred
Experience in mortgage, lending, or fintech software.
Familiarity with cloud platforms (Azure, AWS) or SaaS infrastructure concepts.
Technical writing skills for producing high-quality support and developer documentation.
Microsoft Excel proficiency and comfort with data analysis, formulas, and logical reasoning.
Experience with loan origination, loan servicing, or private lending workflows.
