Customer Support Engineer

What You’ll Do:

• 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.

What You Have:

• 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.

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 <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.

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, dental, disability, and life insurance, granting peace of mind.
• Flexible Vacation, Done Right: Take time off to recharge when you need it with Polly’s flexible, non-accrued vacation policy—because we trust you to balance work and life.
• Hybrid Environment: Polly employees work on site three days a week (Tues./Wed./Thurs.) at our Innovation Hubs, located in Dallas-Fort Worth and San Francisco.