Technical Account Manager
Technical Account Manager
Posted on :
03-08-2025
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1 Vacancy
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Job Description
Who You Are:
You are a technical problem solver with a customer-first mindset and a knack for relationship building. You thrive in a fast-paced collaborative SaaS environment and are energized by both tackling complex issues and nurturing long-term customer relationships. Youre equal parts trusted technical advisor and strategic partner eager to work at the intersection of support success and product.
Does this sound like you If so apply today & lets start the conversation!
What Youll Do:
- Diagnose and resolve complex technical issues coordinating with CSM Support and Product for timely solutions.
- Serve as the subject matter expert for our customers providing strategic guidance and technical expertise based on your hands-on experience with lending operations systems
- Provide clear empathetic and technically accurate responses to customer inquiries and configuration solutions where applicable.
- Document solutions and workflows to support customer usage and adoption of Polly products.
- Assist Customer Success teams with technical configuration and implementation optimization as needed.
- Guide customers through production configurations for capital markets use cases ensuring compliance and functionality.
- Facilitate third-party integrations by enabling API credentialing supporting environment setup and providing technical troubleshooting.
- Conduct research and implement updates within backend admin systems using JSON with thorough documentation via internal ticketing.
- Provide hands-on assistance to customers as they make production changes offering best practices and risk mitigation strategies.
What You Have:
- 5 years of experience in mortgage technology as a Technical Account Management or in a customer-facing Technical Support role
- Configured a mortgage Product & Pricing Engine (e.g. Polly Optimal Blue Lender Price or EPPS)
- Background working with mortgage Loan Origination Systems (LOS) particularly Encompass and / or pricing engines in an administrative or configuration capacity.
- Strong technical foundation with experience supporting web-based software APIs and cloud infrastructure (AWS/GCP).
- Proficient with debugging (e.g. Postman Chrome DevTools PXA) log analysis (e.g. Kibana Sentry) and querying databases (e.g. SQL/Postgres).
- Clear professional communication skills with the ability to explain technical concepts to diverse audiences.
- High emotional intelligence and poise when navigating sensitive or high-pressure situations.
- Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
Why Join Polly
- High Bar of Talent: Polly consistently performs in the top quartile of start-up companies and we consider the people of Polly the engine helping us achieve success. Many candidates choose Polly because of the collaborative smart and fun people that work here. We strive to hire the best to continue to raise that bar and <5% of those that enter the interview process are presented with an offer.
- Disruptive Mission: Mortgage capital markets is historically an under-innovated space; Polly is committed to changing that. Our purpose-built platform has reimagined and reinvented the way that our lender customers operate. We are seeking passionate and driven builders who are not interested in accepting the status quo.
- Individual Impact & Growth: Every day the Polly team doesnt just workthey contribute to our overarching mission. Individual impact is highly visible and everyones voice matters. You will have exposure to every level of leadership cross-functional teams and impactful projects giving you a unique opportunity to build and hone your skills.
- Hybrid Workplace with Innovation at the Core: Here at Polly we believe in blending flexibility with in-person collaboration. With a hybrid model our employees work on site three days a week (Tues./Wed./Thurs.) at our Innovation Hubs located in Dallas-Fort Worth and San Francisco driving forward-thinking solutions and fostering teamwork.
Employee Benefits:
- Competitive Compensation: Polly offers competitive salaries designed to reward your expertise and direct impact/contributions.
- Comprehensive Health Coverage: Enjoy 100% company-paid medical vision dental disability and life insurance granting peace of mind.
- Flexible Vacation Done Right: Take time off to recharge when you need it with Pollys flexible non-accrued vacation policybecause we trust you to balance work and life.
- Hybrid Environment: Polly employees work on site three days a week (Tues./Wed./Thurs.) at our Innovation Hubs located in Dallas-Fort Worth and San Francisco.
Interview Process:
- Round 1 - 30 minute 1:1 with a Polly Talent Team Member
- Round 2 - 30 minute 1:1 with Pollys Head of Account Management Customer Success
- Round 3 - Take Home Assessment Presentation
- Round 4 - 30 minute 1:1 with a Polly QA Engineer
- Round 5 - 30 minute 1:1 with Pollys VP Customer
Lets get to know each other.
Polly has pioneered the next generation of mortgage capital markets technology with its cutting-edge data-driven platform. Its enterprise-grade solutions including the industrys only cloud-native commercially scalable product pricing and eligibility (PPE) engine and first-of-its-kind 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 best-in-class 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 . 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 text-only interviews. If you are ever suspicious or in doubt reach out to us directly at . We care deeply about this network and your experience.
Required Experience:
Manager
Employment Type
Full-Time
Department / Functional Area
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