Who you are:

You have 5+ years of Customer Service experience 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:

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

What you have:

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

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 center 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 [email protected]. We care deeply about this network and your experience.

Technical Support Engineer

Polly

What you’ll do:

What you have:

Why join Polly?

6 month growth

1 year growth

2 year growth

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