Application Support Specialist - Remote (US/PR)

HomeVision

122d

About The Position

HomeVision is reimagining home appraisal software for a $40T asset class, building tools for lenders and appraisers using data science and machine learning. We are a small, fast-moving team backed by Initialized Capital, with growing revenue and clear product-market traction. We are looking for a motivated individual to join the Customer Success team as a support specialist. This is not a standard support role; we have relatively few requests coming in, but those we have can be very important and often complex. There is often time available between requests that can be used to make improvements in documentation, process, tooling, etc. This provides an opportunity to grow your experience over time.

Requirements

• Excellent written communication and a calm, methodical approach to complex situations
• Strong troubleshooting skills and the ability to learn unfamiliar systems quickly
• A continuous improvement mindset and desire to document as you go
• Commitment to open communication and a collaborative team culture
• Located near Seattle or San Francisco to allow for occasional in-person meetings in the short term and potential hybrid work in the long term

Nice To Haves

• Experience in real-estate lending, collateral valuation, or appraisal workflows
• Prior customer support, technical support, or support engineering experience
• Familiarity with SaaS admin tools, ticketing systems, and basic scripting or SQL

Responsibilities

• Own the customer email support queue from 10:00 AM–6:00 PM PT
• Triage, investigate, and resolve issues across our web app, data pipelines, and partner integrations
• Update system configurations and administer customer accounts with care and accuracy
• Write clear, friendly updates and incident summaries for customers and internal stakeholders
• Create and improve support and system documentation
• Spot patterns and drive improvements in the software and processes
• Partner with Product, Engineering and Sales teams on relevant projects

Benefits

• Flexible time off
• High autonomy and clear ownership
• Support for professional development and learning
• Room to grow scope over time (customer relations, product management, integrations PM, or technical track)

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level