Polly is hiring a
Technical Support Engineer

Summary

The job is for a Technical Customer Support role in a hyper-growth, fast-paced SaaS company, Polly. The candidate should have 5+ years of experience, be technically oriented, passionate about customer support, and have strong communication skills. The role involves becoming a technical escalation resource, converting technical details into understandable responses, identifying and documenting bugs, contributing to team goals, completing Level 2 support, assisting the Professional Services team, and resolving customer inquiries via email, chat, and phone. Polly offers competitive salaries, fully paid medical/vision/dental/disability/life insurance, flexible vacation, remote environment, and professional growth opportunities.

Requirements

• Technically oriented – willing to learn new systems quickly and savvy in tools like Postman, API, Dev Console, Kibana
• Passionate about customer support and about the role it plays in making a customer-centric team successful
• Ability to communicate technical problems in an elegant and tactful way
• Strong communication and writing ability
• Empathy, diplomacy, tact, and poise under pressure when working through customer issues

Responsibilities

• Become a Technical escalation and resource for the CS team
• Convert technical details into thoughtful understandable Customer responses
• Identify, reproduce, and document bugs for the engineering teams
• Make active contributions to help achieve team goals and successes
• Complete Level 2 support for customers and identify whether the customer request is related to user error, a bug, customer training, or a product feature
• Assist the Professional Services team as needed with technical implementations
• Effectively resolve customer inquiries in a considerate and timely manner via email, chat, and phone

Preferred Qualifications

Experience with mortgage technology and building or supporting integrations with loan origination systems (ex: Encompass)

Benefits

• Competitive salaries
• 100% paid medical/vision/dental/disability/life insurance
• Flexible vacation
• Remote environment
• Outstanding opportunity for professional growth and upward mobility
• Direct engagement with the decision makers and senior business leaders