Support Engineer

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.