What are the responsibilities and job description for the Technical Support Engineer (Tier 2) position at Polly?
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!
\n- 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
- 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
- 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 hub in San Francisco or Dallas
Let's 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 industry's only cloud-native, commercially scalable product, pricing, and eligibility (PPE) engine and first-of-its-kind Polly/™ AI platform, empower the nation's 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' America's 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.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 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 peopleteam@polly.io. We care deeply about this network and your experience.
