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Technical Support Engineer

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Who you are:

You have 3+ years of experience in a Technical Support or Engineering role under your belt and are looking for your next challenge in a hyper-growth, fast-paced, industry disrupting, SaaS company. You are excited to work with emerging technologies and modern tech stack with a collaborative team, where you will have a direct impact on the customer experience. Does this sound like you? If so, keep reading and apply today!

What you'll do:

Investigate, diagnose, and resolve high-priority, complex technical issues, bugs, system outages, and performance problems.
Perform thorough root cause analysis on recurring issues and contribute to the development of long-term solutions or fixes
Monitor key application metrics and alerts to identify and address potential issues before they affect customers
Replicate and report bugs to the Engineering team and work with them to resolve customer issues as soon as possible.
Provide clear, accurate, and timely updates to Polly customers and other support teams on ongoing issues or resolutions.
Provide training, guidance, and mentorship to Tier 1 and Tier 2 support teams to ensure they have the knowledge to handle routine issues effectively.
Collaborate with the product and engineering teams to exchange customer insights and improve our product according to customer experience and needs.
Meticulous in documenting processes, solutions, and troubleshooting steps for future reference.
Find opportunities to streamline support processes and improve efficiency, contributing to the overall improvement of the support team's performance.
Assist the Professional Services team as needed with technical implementations.

What you have:

3+ years experience in supporting Saas products and the technologies that underpin it, from web development, cloud services to APIs
Skilled in debugging and diagnosing issues at the code or system level.
Strong experience with API integrations and debugging tools such as Postman and frontend technologies such Vue, React
Proven ability to use debugging tools (e.g., Chrome DevTools, SQL Query Analyzers) and cloud infrastructure (e.g., AWS) for issue resolution
Experience with APM & log management tools such as Sentry, Kibana Experience with cloud platforms like AWS, Google Cloud is essential
Experience with database query tools such as MySQL, Postgres
Experience with Issue tracking tools such as Jira, Zendesk or Freshdesk
Ability to balance technical complexity with customer satisfaction and empathy
Ability to communicate technical problems in an elegant and tactful way
Proficient in adapting to a fast-paced, distributed environment, performing effectively on multiple priorities, while delivering timely resolutions in a demanding work environment.
Bonus if you have experience as an Encompass Admin

Why join Polly?

We are attacking a trillion-dollar market with gross inefficiencies and seeking to transform the way an entire industry operates
We have an experienced leadership team that previously built large and impactful platforms
Outstanding opportunity for professional growth and upward mobility
Direct engagement with the decision makers and senior business leaders
Competitive salaries
100% paid medical/vision/dental/disability/life insurance for full time employees
Flexible vacation
Hybrid environment; 3x weekly in an innovation hub in San Francisco or Dallas.

Let’s get to know each other.

Polly is transforming the mortgage industry with its modern, data-driven capital markets ecosystem. Banks, credit unions, and mortgage lenders nationwide trust Polly’s revolutionary Product and Pricing Engine (PPE), Loan Trading Exchange, and actionable data and analytics to automate and optimize the entire capital markets value chain, helping their secondary teams operate faster, smarter, and more profitably. Polly was founded in 2019 by a seasoned team of technology and mortgage experts and is headquartered in San Francisco, California.

To learn more, follow Polly on LinkedIn or visit www.polly.io. Polly is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, age, color, national origin, religion, sex, gender identity, sexual orientation, marital status, pregnancy status, disability status, veteran status, or any other legally protected status. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Beware of recruitment scams impersonating Polly brand or employees. Our team communicates only through official Polly channels, and we will never ask for sensitive information over text or conduct text-only interviews. If you are ever suspicious or in doubt, reach out to us directly at peopleteam@pollyex.com. We care deeply about this network and your experience.

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Average salary estimate

$85000 / YEARLY (est.)

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$70000K

$100000K

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What You Should Know About Technical Support Engineer, Polly

Are you a Technical Support Engineer looking to make a real impact in a fast-paced, industry-disrupting SaaS company? Join Polly, where your 3+ years of experience in a Technical Support or Engineering role will be put to great use. Here, you will engage with emerging technologies and a collaborative team, all aimed at enhancing customer experience. Imagine investigating and resolving high-priority technical issues, performing root cause analysis, and monitoring application metrics to ensure optimal performance. As a part of our team, you'll work closely with engineering to report bugs and ensure our customers have timely updates. Plus, you'll have an opportunity to train and mentor Tier 1 and Tier 2 support teams, sharing your expertise and helping us streamline support processes. With Polly, you get to work directly within our product and engineering teams to exchange valuable customer insights that help improve our offerings. If you've got a strong background in SaaS products, debugging tools, and cloud infrastructure, including AWS, we're eager to hear from you. Plus, with competitive salaries, 100% paid benefits, and a hybrid work environment, you'll be supported every step of the way. When you join Polly, you're becoming part of a revolutionary journey in the mortgage industry, where your contributions will help us transform how capital markets operate.

Frequently Asked Questions (FAQs) for Technical Support Engineer Role at Polly

What are the responsibilities of a Technical Support Engineer at Polly?

As a Technical Support Engineer at Polly, you'll handle high-priority technical issues, monitor application metrics, provide clear updates to customers, and work closely with engineering teams to resolve bugs. Your role will also involve training Tier 1 and Tier 2 support teams and documenting troubleshooting efforts for future reference.