Technical Support Engineer (Tier 3)

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
• Strong sense of ownership and a genuine passion for seeing projects through to completion, even when faced with challenges that require external support.
• 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
• 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.