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SeniorFull-timeAI
Salary Range
$90,000 - $105,000 /year
About the Role
We are looking for a Senior Product Support Specialist to join our team at Better, a leading AI-native mortgage and home equity finance company. In this role, you will act as a technical liaison between customers and our product/engineering teams, resolving complex technical issues related to our internal Tinman platform.
Key Responsibilities
- →Work and resolve a wide variety of support cases for our internal Tinman platform and its various integrated tools
- →Mentor junior product team members and identify knowledge gaps across the team
- →Develop and deliver high caliber training materials for new hires and team meetings
- →Collaborate with Product Support, Product Management, Engineering, IT, and Sales teams
- →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 incidents
- →Create and maintain advanced troubleshooting guides, runbooks, and internal knowledge base articles
- →Develop subject matter expertise in various product categories
- →Play a crucial role in helping the Support team scale to meet business needs
Requirements
- ✓4-6+ years of experience in a SaaS support role
- ✓Expert level written and verbal communication skills
- ✓Prior experience with support-based software platforms like Jira Service Management, Confluence, Fullstory, Observe, Microsoft 365
- ✓Strong technical acumen, attention to detail, and dedication to solving complex problems
- ✓Experience in the mortgage industry
- ✓Highly experienced with knowledgebase article creation, training, and continuous process improvement
- ✓Experience managing complex and time-sensitive escalations
- ✓Experience working in a rapidly changing environment
- ✓Highly motivated with a strong work ethic and collaborative troubleshooting skills
Benefits
- ★Day One Coverage – Your benefits begin on your first day
- ★Nationwide Medical, Dental & Vision Coverage
- ★Mental Health Support with virtual therapy
- ★Health Savings Account (HSA) with employer contribution
- ★Employer-Funded Dependent Care FSA
- ★Disability & Life Insurance at no additional cost
- ★Flexible PTO
- ★Extra Perks & Discounts including pet insurance and savings programs
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