The Opportunity
We are seeking a technically skilled Support Engineer to serve as the critical link between our customer-facing support team and our Engineering and Product organizations. This role owns the full lifecycle of complex technical escalations; from front-end triage and backend investigation to defect documentation and custom resolution, ensuring that only thoroughly vetted, well-documented issues reach development. You will be the technical escalation for API, SmartView, and SQL-related issues, build custom SQL and API-based solutions to resolve complex customer problems, and provide hands-on technical guidance to Tier 1 specialists.
What You'll Own
- Conduct thorough backend investigations on all escalated issues before they reach Product or Development, including reproduction, root cause analysis, and workaround identification.
- Author detailed bug tickets and track defects through resolution, maintaining clear documentation of reproduction steps, expected behavior, and workarounds.
- Serve as the primary owner of all API, SmartView, and SQL-related support issues, diagnosing and resolving complex technical problems end-to-end.
- Develop custom solutions using SQL and internal APIs to resolve complex, customer-facing issues that fall outside standard support workflows.
- Provide technical guidance to Tier 1 Support Specialists, assisting with complex cases and building team knowledge.
- Rigorously test and reproduce escalated issues to confirm defect behavior, validate fixes, and identify interim workarounds that minimize customer impact.
- Collaborate with Engineering and Product teams by delivering well-documented, fully triaged defect reports that accelerate resolution and reduce back-and-forth.
- Communicate with customers via phone, email, or chat regarding complex or escalated support issues.
What You Bring
Required
- Bachelor’s degree in Computer Science, Information Systems, or a related technical field or equivalent work experience.
- 5+ years of experience in a technical support, support engineering, or software QA role, ideally in B2B SaaS or Fintech.
- Strong troubleshooting and debugging skills; ability to read logs, trace errors, and isolate root causes.
- Working knowledge of APIs, databases (SQL), and software integrations.
- Proficiency with bug tracking and support platforms (e.g., Azure DevOps, HubSpot CRM, or similar).
- Excellent written and verbal communication skills, with the ability to explain technical issues clearly to non-technical stakeholders.
- Ability to operate cross-functionally, building effective working relationships with Development, Product, and Customer Success teams.
Preferred
- Experience in mortgage, lending, or fintech software.
- Familiarity with cloud platforms (Azure, AWS) or SaaS infrastructure concepts.
- Technical writing skills for producing high-quality support and developer documentation.
- Microsoft Excel proficiency and comfort with data analysis, formulas, and logical reasoning.
- Experience with loan origination, loan servicing, or private lending workflows.
Benefits & Perks
- Competitive compensation (Base: $80,000 - $90,000) + Bonus
- Comprehensive health coverage (medical, dental, vision)
- 401(k) matching
- Wellness programs
- Professional development
- Employee recognition programs
- Team building & on-site amenities
Life at TMO,
TMO pairs 45+ years of category leadership with a culture that's still hands-on and collaborative. Ideas flow freely, every team member has a voice, and we have fun while we build.
Our Values: DRIVE
- Data-Driven: numbers over opinions.
- Respect: high on empathy, low on ego.
- Initiative & Agency: don't wait to be told.
- Value to Customers: create value for them above all else.
- Evolve: progress over perfection.