Work and resolve a wide variety of support cases for our internal Tinman platform and its various integrated tools.
Collaborate with Product Support, Product Management, Engineering, IT, and Sales.
Perform log analysis, error tracing, and root cause analysis using various internal tools
Master mortgage terminology, workflows, and best practices.
Assist in detecting and mitigating critical bugs and/or incidents in coordination with key stakeholders.
Escalate bugs and similar issues to our product and engineering teams using extensive troubleshooting.
Create and maintain advanced troubleshooting guides, runbooks, and internal knowledge base articles for complex technical scenarios.
Capture detail case notes that document all relevant troubleshooting steps, along with the resolution, and why it worked.
Develop subject matter expertise (SME) in a variety of product categories. Create process and technical documentation for your assigned domain and create training material to be delivered in team meetings.
Play a crucial role in helping the Support team scale to meet the needs of our ever-growing business. If you have a passion for participating in the building of an empire from scratch, then you will find a lot to love here!
Various projects and initiatives as needed by the business.

2-4+ years of experience in a SaaS support role.
Excellent written and verbal communication skills, with the ability to translate technical details for non-technical audiences.
Prior experience in utilizing various support-based and support adjacent software platforms such as Jira Service Management, Confluence, Fullstory, Observe, Microsoft 365, etc.
Able to demonstrate strong technical acumen, attention to detail, and dedication to solving complex problems.
Passionate about customer experience and able to communicate in a way that effectively shows professionalism, kindness, a sense of urgency, and powerful drive to save the day.
Experience in the mortgage industry.
Experience with knowledgebase article creation, training, and managing a large queue of cases with unique SLAs.
Experience working in a rapidly changing environment.
Highly motivated with strong work ethic and good judgement.

Day One Coverage – Your benefits begin on your first day, so you’re supported from the start
Nationwide Medical, Dental & Vision Coverage – Comprehensive plans that travel with you, wherever you are
Mental Health Support When You Need It – Immediate access to virtual therapy with licensed providers for you and your eligible dependents (ages 6+), with your first few visits covered at no cost!
Health Savings Account (HSA) – Includes an employer contribution to help you plan for healthcare expenses
Employer-Funded Dependent Care FSA – Support for childcare and/or dependent care costs
Disability & Life Insurance – Provided at no additional cost to give you added peace of mind
Flexible PTO – Time off when you need it, so you can recharge and focus on what matters most
Extra Perks & Discounts – Including pet insurance, savings programs, and more to support life beyond work

Product Support Specialist

Key skills