About the role

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 do

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.

Qualifications

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.

Nice to Have

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.

Why Join Us?

Comprehensive health, dental, and vision coverage.
401(k) with company funded match.
Mission-driven company with a 45+ year legacy and industry-leading products trusted by thousands of lenders.
Collaborative, supportive team known for long tenure, deep expertise, and a culture built on trust and integrity.
Help modernize and evolve the leading platform in private lending technology.
Beautiful Huntington Beach office with a tight-knit culture.
Competitive compensation and room for professional growth.
Performance-based bonuses.
Generous PTO.
Modern workspace with on-site amenities.
Awesome company Christmas party.

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