This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Technical Support Analyst - Lending Technology based in the United States.
This is a technical support role focused on helping financial institutions resolve complex issues across a lending technology platform.
You will investigate application behavior, analyze logs, troubleshoot databases, servers, APIs, and integrations, and identify root causes.
Working at the intersection of customer support and software development, you will turn technical findings into practical solutions and clear explanations.
You will also reproduce issues, document defects, validate releases, and collaborate closely with development teams on escalated cases.
The role offers exposure to banking technology, lending systems, APIs, integrations, and enterprise software environments.
You will have a direct impact on customer experience while helping improve product reliability, documentation, and support processes.
This is an ideal opportunity for a curious, analytical professional who enjoys solving challenging technical problems without being responsible for production software development.
Accountabilities:
- Manage and monitor escalated technical support requests, ensuring complex customer issues are investigated and resolved through completion.
- Investigate application behavior by reviewing application, system, debug, and error logs to identify patterns, root causes, and appropriate solutions.
- Troubleshoot issues involving business applications, databases, servers, APIs, integrations, and lending technology platforms.
- Reproduce customer-reported issues in test environments and create detailed documentation covering reproduction steps, findings, testing results, and recommended next actions.
- Analyze API errors and integrations between the lending platform and customer core banking systems, helping identify configuration, data, or connectivity issues.
- Serve as a technical escalation resource for support specialists and collaborate closely with software developers on issues requiring deeper technical investigation.
- Execute data queries and perform analysis to support troubleshooting, issue validation, and root-cause analysis.
- Communicate technical findings and recommended resolutions clearly to developers, internal support teams, and financial institution customers, adapting explanations for non-technical audiences when necessary.
- Participate in system testing, release validation, deployments, infrastructure-related activities, and disaster recovery testing as required.
- Create and maintain technical documentation, troubleshooting guides, knowledge base articles, and other resources that improve support efficiency and customer self-service.
- Mentor and support other technical support team members while contributing to improved troubleshooting practices and product quality.
- Take ownership of customer issues, remain proactive throughout the resolution process, and identify opportunities to improve platform reliability and support operations.
Requirements:
- Minimum of 2 years of experience in technical support, application support, software support, fintech, banking technology, SaaS, or a related technology environment.
- Strong troubleshooting, analytical, investigative, and problem-solving skills, with the ability to determine why an application or system failed and identify practical next steps.
- Hands-on experience reviewing application, system, debug, or error logs and using the information to diagnose technical issues.
- Experience reproducing application issues in test environments and documenting findings clearly and thoroughly.
- Working knowledge of business applications, databases, servers, APIs, web services, integrations, or enterprise software platforms.
- Strong written and verbal communication skills, with the ability to translate technical concepts into clear explanations for both technical and non-technical stakeholders.
- Experience working directly with customers to investigate and resolve technical issues.
- Strong attention to detail, documentation skills, organization, and the ability to manage multiple priorities in a fast-paced support environment.
- Familiarity with Salesforce-based applications is preferred.
- Experience in fintech, banking technology, financial services, lending, loan origination, loan servicing, or community banking environments is a plus.
- Familiarity with CRM, customer support, or ticket management platforms such as ClickUp, Jira, or Salesforce is advantageous.
- Experience supporting software development teams through technical investigation, defect documentation, and testing is preferred.
- Working knowledge of SQL queries or database troubleshooting is a plus.
- Curiosity, resourcefulness, ownership, and a genuine interest in understanding how systems work are important for success in this role.
- Candidates must be authorized to work in the United States without current or future visa sponsorship.
Benefits:
- Competitive compensation, determined based on skills, qualifications, experience, and location.
- Eligibility for incentive awards based on individual and business performance.
- Comprehensive employee benefits package.
- Medical, dental, and vision coverage.
- 401(k) with company match.
- Paid holidays, volunteer time off, sick days, and vacation.
- 12 weeks of paid parental leave.
- Pre-tax transit benefits.
- No-cost life insurance.
- Voluntary benefit options.
- Pet health insurance discount.
- Wellness incentive program.
- Remote work opportunity within the United States.
- Opportunities to develop expertise across lending technology, banking systems, technical support, and enterprise software.
How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
#LI-CL1
