Customer Support Engineer

Polly • San Francisco, CA

79d

About The Position

You have 4+ years of customer service or technical support experience and are ready to take the next step in your career with a hyper-growth, fast-paced SaaS company that’s transforming the mortgage industry. You’re motivated by solving complex customer challenges, thrive in collaborative environments, and are eager to deepen your technical expertise. You’re looking for a role where you can make an immediate impact while developing into a senior position in the near future.

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.

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.

What This Job Offers

• Career Level: Mid Level
• Number of Employees: 11-50 employees