Technical Support Engineer Tier 3
Technical Support Engineer Tier 3
Posted on :
11-04-2025
Employer Active
1 Vacancy
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Job Description
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 hypergrowth fastpaced 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 youll do:
- Investigate diagnose and resolve highpriority complex technical issues bugs system outages and performance problems.
- Perform thorough root cause analysis on recurring issues and contribute to the development of longterm 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 teams 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 fastpaced 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 trilliondollar 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.
Lets get to know each other.
Polly has pioneered the next generation of mortgage capital markets technology with its cuttingedge datadriven platform. Its enterprisegrade solutions including the industrys only cloudnative commercially scalable product pricing and eligibility (PPE) engine and firstofitskind Polly/ AI platform empower the nations top banks credit unions and mortgage lenders to increase profitability automate workflows and revolutionize the loan officer and broker experiences. As a mortgage technology trailblazer Polly is committed to driving meaningful value and ROI through bestinclass innovation that enables unlimited configurability flexibility granularity and scalability. Polly was founded by a seasoned team of mortgage capital markets and technology experts and is headquartered in San Francisco California. Recognized as a pioneer in mortgage capital markets as well as in culture and career development Polly was named to Forbes Americas Best Startup Employers in 2025. This evaluation was based on three key criteria: Employer Reputation Employee Satisfaction and Company Growth.
To learn more follow Polly on LinkedIn or visit www.polly. 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 the Polly brand or our employees. Our team communicates only through official Polly channels and we will never ask for sensitive information over text or conduct textonly interviews. If you are ever suspicious or in doubt reach out to us directly at . We care deeply about this network and your experience.
Employment Type
Full-Time
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