People Matter

Technical Support Engineer



IT, Customer Service
San Francisco, CA, USA
Posted on Thursday, April 4, 2024
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:

  • Encompass Background - You have used Encompass on an admin level and you understand how it connects with 3rd party systems. Creating/Maintaining configurations, business rules, and data models.
  • 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 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
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
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.