Senior Product Support Specialist

Role Overview

• Work and resolve a wide variety of support cases for our internal Tinman platform and its various integrated tools.
• Mentor junior product team members and identify knowledge gaps across the team at large.
• Develop and deliver high caliber training materials to be delivered to new hires, during team meetings, and with partner teams as appropriate.
• 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.

Requirements

• 4-6+ years of experience in a SaaS support role.
• Expert level written and verbal communication skills, with the ability to translate technical details for non-technical and executive level 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.
• Highly experienced and passionate with knowledgebase article creation, training, and continuous process improvement.
• Experience managing complex and time sensitive escalations for high profile customers.
• Experience working in a rapidly changing environment
• Highly motivated with a strong work ethic, good judgement, and a love for collaborative troubleshooting.

Benefits

• 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