Technical Support Engineer, Polly

Salary not provided

SQL

React

AWS

GCP

Postgres

Kibana

Vue.js

Sentry

MySQL

Postman

Zendesk

JIRA

Freshdesk

Mid and Senior level

San Francisco Bay Area

3 days a week in office

End-to-end capital markets ecosystem platform

Be an early applicant

End-to-end capital markets ecosystem platform

101-200 employees

FintechB2BEnterpriseBig dataLending

Be an early applicant

Salary not provided

SQL

React

AWS

GCP

Postgres

Kibana

Vue.js

Sentry

MySQL

Postman

Zendesk

JIRA

Freshdesk

Mid and Senior level

San Francisco Bay Area

3 days a week in office

101-200 employees

FintechB2BEnterpriseBig dataLending

Company mission

To help capital markets and secondary teams operate faster, smarter, and more profitably with best-in-class technology configured for each customers' unique workflows and needs.

Job

Company

Role

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
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

What the job involves

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

Our take

Many of the processes in the mortgage industry have remained unchanged for decades, and huge amounts of money are spent on tasks that have the potential to be automated. This is the gap that Polly fills, with its SaaS solution for mortgage lenders, that can automate mortgage loan pricing and sales, as well as offering data-driven analytical insights.

In an industry worth trillions of dollars, Polly has found its place in providing flexible and innovative time-saving solutions for repeatable mortgage capital market tasks. With product and pricing, loan trading, and analytics capabilities, the company offers its clients comprehensive control to modernize their workflows and has enjoyed rapid growth and an increasing customer count.

Funding raised by Polly is cited to go towards accelerating innovation - including by investing in AI and ML capabilities - as well as growing its ecosytem of partners, hiring talent, and delivering even better products for its customers.

Steph

Company Specialist at Welcome to the Jungle

Insights

Top investors

12% employee growth in 12 months

Glassdoor (4.2)

Company

Funding (last 2 of 3 rounds)

Sep 2024

$25m

GROWTH EQUITY VC

Jan 2022

$37m

SERIES B

Total funding: $77m

Company benefits

Competitive salaries
100% paid medical/vision/dental/disability/life insurance
Unlimited PTO
Remote environment

Company HQ

Financial District, San Francisco, CA

Leadership

Adam Carmel

(CEO)

They worked as the VP of Provident Funding Associates for over 6 years before founding Ethos Lending in April 2019. After over 5 years, they left this CEO position to found Polly in April 2019.

Salary benchmarks

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