Customer Support Engineer at Polly

Dallas, Texas, United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

FinTech, SaaS, MortgageIndustries

Requirements

4+ years of experience in Customer Support, Technical Support, or Client Services—preferably within a SaaS or FinTech environment
Technical aptitude with the ability to quickly learn and navigate tools like Google Workspace, Slack, Freshdesk, Salesforce Service Cloud, or JIRA
Strong written and verbal communication skills—you can explain technical issues clearly and tactfully to non-technical audiences
Empathy, diplomacy, and composure under pressure when working through challenging customer issues
Passion for customer experience and a proactive mindset toward improving processes, not just following them
Familiarity with mortgage industry processes (loan origination, pricing, eligibility, etc.) and related technologies (Encompass, Blend, Byte, Total Expert) — or a strong willingness to learn

Responsibilities

Resolve customer inquiries thoughtfully and efficiently across multiple channels (email, chat, phone), ensuring each interaction reflects empathy, clarity, and professionalism
Triage and troubleshoot incoming requests to identify whether issues stem from user error, product defects, configuration, or training opportunities
Collaborate cross-functionally with Engineering, Product, and Implementation teams to ensure accurate resolution and excellent customer experience
Spot trends in customer issues and proactively surface insights to the broader team to drive product and process improvements
Document solutions and contribute to internal and external knowledge resources to strengthen team learning and scalability
Participate in team initiatives and continuously contribute to improving support workflows, customer satisfaction, and service efficiency

Skills

Key technologies and capabilities for this role

FreshdeskSalesforce Service CloudJIRASlackGoogle Workspace

Questions & Answers

Common questions about this position

What experience is required for the Customer Support Engineer role?

You need 4+ years of experience in Customer Support, Technical Support, or Client Services, preferably in a SaaS or FinTech environment, along with technical aptitude for tools like Google Workspace, Slack, Freshdesk, Salesforce Service Cloud, or JIRA.

What is the salary or compensation for this position?

This information is not specified in the job description.

Is this a remote position or what is the location requirement?

This information is not specified in the job description.

What is the company culture like at Polly?

Polly has a high bar of talent with collaborative, smart, and fun people, performing in the top quartile of startups, and they hire the best with only <5% of interview candidates receiving offers.

What makes a strong candidate for this Customer Support Engineer role?

Strong candidates have 4+ years of relevant experience, thrive in collaborative environments, show technical aptitude, strong communication skills, empathy under pressure, and familiarity or willingness to learn mortgage industry processes.

Polly

Cloud-based platform for mortgage operations

About Polly

Polly.io offers a platform designed to improve the mortgage industry by making operations more efficient for lenders. The platform is cloud-based, which means it uses internet technology to provide secure and scalable services. This allows lenders to access advanced tools for data analysis and machine learning, helping them to price loans and manage loan locks more accurately and quickly than traditional methods. Polly.io also features a Loan Trading Exchange that connects buyers and sellers of mortgage loans, making the process more transparent and efficient. By providing real-time analytics and market insights, Polly.io helps lenders make better decisions. The goal of Polly.io is to empower lenders of all sizes to enhance their productivity and profitability through its comprehensive suite of tools.

San Francisco, CaliforniaHeadquarters

2019Year Founded

$74.9MTotal Funding

GROWTH_EQUITY_VCCompany Stage

Fintech, Financial ServicesIndustries

51-200Employees

Benefits

Professional growth & upward mobility

Competitive salaries

100% paid medical/vision/dental/disability/life insurance

Unlimited PTO

Remote environment

Risks

Increased competition from similar fintech solutions could erode Polly's market share.

Continuous technological advancements may require costly updates to Polly's platform.

Economic downturns could negatively impact demand for Polly's mortgage services.

Differentiation

Polly offers the industry's first cloud-native, commercially scalable Product and Pricing Engine.

The platform integrates advanced data science and machine learning for superior mortgage pricing accuracy.

Polly's Loan Trading Exchange enhances transparency and efficiency in the mortgage loan sale cycle.

Upsides

Polly's cloud-based platform aligns with the industry's digital transformation trend.

The integration with nCino enhances loan officer mobility and engagement opportunities.

Polly's Lender Intelligence tool provides valuable market insights for data-driven decisions.

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