Technical Account Manager

Employment Type: Full-time

Position Overview

We are seeking a technical problem solver with a customer-first mindset and a knack for relationship building. You will thrive in a fast-paced, collaborative SaaS environment, energized by both tackling complex issues and nurturing long-term customer relationships. This role is for someone who is equal parts trusted technical advisor and strategic partner, eager to work at the intersection of support, success, and product.

If this sounds like you, apply today and let’s start the conversation!

Responsibilities

• Diagnose and resolve complex technical issues, coordinating with CSM, Support, and Product for timely solutions.
• Provide clear, empathetic, and technically accurate responses to customer inquiries and configuration solutions where applicable.
• Document solutions and workflows to support customer usage and adoption of Polly products.
• Assist Customer Success teams with technical configuration and implementation optimization as needed.
• Guide customers through production configurations for capital markets use cases, ensuring compliance and functionality.
• Facilitate third-party integrations by enabling API credentialing, supporting environment setup, and providing technical troubleshooting.
• Conduct research and implement updates within backend admin systems using JSON, with thorough documentation via internal ticketing.
• Provide hands-on assistance to customers as they make production changes, offering best practices and risk mitigation strategies.

Requirements

• 5+ years of experience in mortgage technology as a Technical Account Manager or in a customer-facing Technical Support role.
• Background working with mortgage Loan Origination Systems (LOS), particularly Encompass, and/or pricing engines in an administrative or configuration capacity.
• Strong technical foundation with experience supporting web-based software, APIs, and cloud infrastructure (AWS/GCP).
• Proficient with debugging (e.g., Postman, Chrome DevTools, PXA), log analysis (e.g., Kibana, Sentry), and querying databases (e.g., SQL/Postgres).
• Clear, professional communication skills with the ability to explain technical concepts to diverse audiences.
• High emotional intelligence and poise when navigating sensitive or high-pressure situations.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.

Why Join Polly?

High Bar of Talent

Polly consistently performs in the top quartile of start-up companies, and we consider the people of Polly the engine helping us achieve success. Many candidates choose Polly because of the collaborative, smart, and fun people that work here. We strive to hire the best to continue to raise that bar, and less than 5% of those that enter the interview process are presented with an offer.

Disruptive Mission

Mortgage capital markets is historically an under-innovated space; Polly is committed to changing that. Our purpose-built platform has reimagined and reinvented the way that our lender customers operate. We are seeking passionate and driven builders who are not interested in accepting the status quo.

Individual Impact & Growth

Every day, the Polly team doesn’t just work—they contribute to our overarching mission. Individual impact is highly visible and everyone’s voice matters. You will have exposure to every level of leadership, cross-functional teams, and impactful projects, giving you a unique opportunity to build and hone your skills.

Hybrid Workplace with Innovation at the Core

Here at Polly, we believe in blending flexibility with in-person collaboration. With a hybrid model, our employees work on site three days a week (Tues./Wed./Thurs.) at our Innovation Hubs, located in Dallas-Fort Worth and San Francisco, driving forward-thinking solutions and fostering teamwork.

Employee Benefits

• Competitive Compensation: Polly offers competitive salaries designed to reward your expertise and direct impact/contributions.
• Comprehensive Health Coverage: Enjoy 100% company-paid medical, vision.