The Mortgage Office

Support Engineer

• Conduct thorough backend investigations on escalated issues, including reproduction, root cause analysis, and workaround identification
• Author detailed bug tickets and track defects through resolution, documenting reproduction steps, expected behavior, and workarounds
• Own API, SmartView, and SQL-related support issues, diagnosing and resolving complex technical problems end-to-end
• Develop custom solutions using SQL and internal APIs for complex customer-facing issues
• Provide technical guidance to Tier 1 Support Specialists
• Test and reproduce escalated issues, validate fixes, and identify interim workarounds
• Collaborate with Engineering and Product teams through well-documented, fully triaged defect reports
• Communicate with customers via phone, email, or chat regarding complex or escalated support issues

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