Product Support Specialist at better

Better is the first AI-native mortgage and home equity finance company, revolutionizing one of the largest financial markets in the world. We make home finance radically more transparent; using AI and proprietary technology to eliminate friction from the mortgage process through our industry-leading AI platform, Tinman®, and the first voice-based AI mortgage assistant, Betsy™. Our mission is simple: make homeownership cheaper, faster and more accessible by transforming how people buy and finance homes.  The facts that speak for themselves:  - We’ve funded over $110 billion in loans (more than any other fintech in the US!)    - Raised over $1.2 billion in equity capital to modernize the $15 trillion mortgage industry  - Better’s propriety AI platform makes us an award-winning lender:   - Fintech Breakthrough Award 2025: Best Lending Innovation  - Yahoo! Finance (Jan 2025): Best Mortgage Lender for First-Time Homebuyers – Best for quick approval  - Yahoo! Finance (2025): Best Online Mortgage Lender  - Money Magazine (2025): Best for fast closing  - Forbes (2023): Best Online Mortgage Lender  We’re building the future of home finance—and we’re looking for smart, driven, ambitious innovators who are ready to tackle the most impactful work of their careers.  A Better Opportunity As a Product Support Specialist at Better, you act as the technical liaison between our various customers and our product/engineering teams. In this exciting role, you will resolve complex technical issues centered around our internal Tinman platform.   This role requires strong communication skills, advanced troubleshooting skills, and the ability to coordinate across multiple internal and external teams. You will not only solve problems but also drive continuous improvement via product and support processes, and the creation of internal knowledge articles.    Responsibilities: • Work and resolve a wide variety of support cases for our internal Tinman platform and its various integrated tools. • Collaborate with Product Support, Product Management, Engineering, IT, and Sales. • Perform log analysis, error tracing, and root cause analysis using various internal tools • Master mortgage terminology, workflows, and best practices. • Assist in detecting and mitigating critical bugs and/or incidents in coordination with key stakeholders. • Escalate bugs and similar issues to our product and engineering teams using extensive troubleshooting. • Create and maintain advanced troubleshooting guides, runbooks, and internal knowledge base articles for complex technical scenarios. • Capture detail case notes that document all relevant troubleshooting steps, along with the resolution, and why it worked. • Develop subject matter expertise (SME) in a variety of product categories. Create process and technical documentation for your assigned domain and create training material to be delivered in team meetings. • Play a crucial role in helping the Support team scale to meet the needs of our ever-growing business. If you have a passion for participating in the building of an empire from scratch, then you will find a lot to love here! • Various projects and initiatives as needed by the business. Qualifications: • 2-4+ years of experience in a SaaS support role. • Excellent written and verbal communication skills, with the ability to translate technical details for non-technical audiences. • Prior experience in utilizing various support-based and support adjacent software platforms such as Jira Service Management, Confluence, Fullstory, Observe, Microsoft 365, etc. • Able to demonstrate strong technical acumen, attention to detail, and dedication to solving complex problems. • Passionate about customer experience and able to communicate in a way that effectively shows professionalism, kindness, a sense of urgency, and powerful drive to save the day. • Experience in the mortgage industry. • Experience with knowledgebase article creation, training, and managing a large queue of cases with unique SLAs. • Experience working in a rapidly changing environment. • Highly motivated with strong work ethic and good judgement. Company Benefits    We’re proud to support our employees and their families with a benefits package designed to care for their health, well-being, and everyday life. All full-time and benefit-eligible part-time employees can enjoy the following benefits: - Day One Coverage – Your benefits begin on your first day, so you’re supported from the start  - Nationwide Medical, Dental & Vision Coverage – Comprehensive plans that travel with you, wherever you are - Mental Health Support When You Need It – Immediate access to virtual therapy with licensed providers for you and your eligible dependents (ages 6+), with your first few visits covered at no cost!  - Health Savings Account (HSA) – Includes an employer contribution to help you plan for healthcare expenses  - Employer-Funded Dependent Care FSA – Support for childcare and/or dependent care costs  - Disability & Life Insurance – Provided at no additional cost to give you added peace of mind  - Flexible PTO – Time off when you need it, so you can recharge and focus on what matters most  - Extra Perks & Discounts – Including pet insurance, savings programs, and more to support life beyond work  The compensation offered for this role will be based on multiple factors such as location, the role’s scope and complexity, and the candidate’s experience and expertise, and may vary from the range provided. Disclaimer   Better Home & Finance Holding Company is an equal opportunity employer committed to fostering an inclusive and diverse environment for our employees. We are committed to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status, or any other reason protected by law. We are committed to working with and providing reasonable accommodation to applicants with physical or mental disabilities. Better will not discriminate against any qualified individual who is capable of performing the essential functions of the job with or without reasonable accommodation.