Customer Support Engineer

**Who You Are:

You have 4+ years of customer service or technical support experience and are ready to take the next step in your career with a hyper-growth, fast-paced SaaS company that's transforming the mortgage industry. You're motivated by solving complex customer challenges, thrive in collaborative environments, and are eager to deepen your technical expertise. You're looking for a role where you can make an immediate impact while developing into a senior position in the near future.

Does this sound like you? If so, keep reading and apply today

What You'll Do:

• Resolve customer inquiries thoughtfully and efficiently across multiple channels (email, chat, phone), ensuring each interaction reflects empathy, clarity, and professionalism.
• Triage and troubleshoot incoming requests to identify whether issues stem from user error, product defects, configuration, or training opportunities.
• Collaborate cross-functionally with Engineering, Product, and Implementation teams to ensure accurate resolution and excellent customer experience.
• Spot trends in customer issues and proactively surface insights to the broader team to drive product and process improvements.
• Document solutions and contribute to internal and external knowledge resources to strengthen team learning and scalability.
• Participate in team initiatives and continuously contribute to improving support workflows, customer satisfaction, and service efficiency.

What You Have:

• 4+ years of experience in Customer Support, Technical Support, or Client Services—preferably within a SaaS or FinTech environment.
• Technical aptitude with the ability to quickly learn and navigate tools like Google Workspace, Slack, Freshdesk, Salesforce Service Cloud, or JIRA.
• Strong written and verbal communication skills—you can explain technical issues clearly and tactfully to non-technical audiences.
• Empathy, diplomacy, and composure under pressure when working through challenging customer issues.
• Passion for customer experience and a proactive mindset toward improving processes, not just following them.
• Familiarity with mortgage industry processes (loan origination, pricing, eligibility, etc.) and related technologies (Encompass, Blend, Byte, Total Expert) — or a strong willingness to learn.

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