Technical Support Analyst - Lending Technology

Accountabilities:

• • Manage and monitor escalated technical support requests, ensuring complex customer issues are investigated and resolved through completion.
  • Investigate application behavior by reviewing application, system, debug, and error logs to identify patterns, root causes, and appropriate solutions.
  • Troubleshoot issues involving business applications, databases, servers, APIs, integrations, and lending technology platforms.
  • Reproduce customer-reported issues in test environments and create detailed documentation covering reproduction steps, findings, testing results, and recommended next actions.
  • Analyze API errors and integrations between the lending platform and customer core banking systems, helping identify configuration, data, or connectivity issues.
  • Serve as a technical escalation resource for support specialists and collaborate closely with software developers on issues requiring deeper technical investigation.
  • Execute data queries and perform analysis to support troubleshooting, issue validation, and root-cause analysis.
  • Communicate technical findings and recommended resolutions clearly to developers, internal support teams, and financial institution customers, adapting explanations for non-technical audiences when necessary.
  • Participate in system testing, release validation, deployments, infrastructure-related activities, and disaster recovery testing as required.
  • Create and maintain technical documentation, troubleshooting guides, knowledge base articles, and other resources that improve support efficiency and customer self-service.
  • Mentor and support other technical support team members while contributing to improved troubleshooting practices and product quality.
  • Take ownership of customer issues, remain proactive throughout the resolution process, and identify opportunities to improve platform reliability and support operations.

  Requirements:

  • Minimum of 2 years of experience in technical support, application support, software support, fintech, banking technology, SaaS, or a related technology environment.
  • Strong troubleshooting, analytical, investigative, and problem-solving skills, with the ability to determine why an application or system failed and identify practical next steps.
  • Hands-on experience reviewing application, system, debug, or error logs and using the information to diagnose technical issues.
  • Experience reproducing application issues in test environments and documenting findings clearly and thoroughly.
  • Working knowledge of business applications, databases, servers, APIs, web services, integrations, or enterprise software platforms.
  • Strong written and verbal communication skills, with the ability to translate technical concepts into clear explanations for both technical and non-technical stakeholders.
  • Experience working directly with customers to investigate and resolve technical issues.
  • Strong attention to detail, documentation skills, organization, and the ability to manage multiple priorities in a fast-paced support environment.
  • Familiarity with Salesforce-based applications is preferred.
  • Experience in fintech, banking technology, financial services, lending, loan origination, loan servicing, or community banking environments is a plus.
  • Familiarity with CRM, customer support, or ticket management platforms such as ClickUp, Jira, or Salesforce is advantageous.
  • Experience supporting software development teams through technical investigation, defect documentation, and testing is preferred.
  • Working knowledge of SQL queries or database troubleshooting is a plus.
  • Curiosity, resourcefulness, ownership, and a genuine interest in understanding how systems work are important for success in this role.
  • Candidates must be authorized to work in the United States without current or future visa sponsorship.

  Benefits:

  • Competitive compensation, determined based on skills, qualifications, experience, and location.
  • Eligibility for incentive awards based on individual and business performance.
  • Comprehensive employee benefits package.
  • Medical, dental, and vision coverage.
  • 401(k) with company match.
  • Paid holidays, volunteer time off, sick days, and vacation.
  • 12 weeks of paid parental leave.
  • Pre-tax transit benefits.
  • No-cost life insurance.
  • Voluntary benefit options.
  • Pet health insurance discount.
  • Wellness incentive program.
  • Remote work opportunity within the United States.
  • Opportunities to develop expertise across lending technology, banking systems, technical support, and enterprise software.