Senior Product Support Specialist

Better • Irving, TX

21h • $90,000 - $105,000

About The Position

As a Senior Product Support Specialist at Better, you act as a technical liaison between our various customers and our product/engineering teams. In this exciting role, you will resolve complex technical issues centered around our internal Tinman platform. In addition, you will help mentor junior support team members and develop new troubleshooting guides and knowledgebase articles.

This role requires expert level communication skills, advanced troubleshooting skills, and the ability to coordinate across multiple internal and external teams. You will not only solve problems but also drive continuous improvement via product and support processes, projects, and various initiatives as assigned.

Requirements

• 4-6+ years of experience in a SaaS support role.
• Expert level written and verbal communication skills, with the ability to translate technical details for non-technical and executive level audiences.
• Prior experience in utilizing various support-based and support adjacent software platforms such as Jira Service Management, Confluence, Fullstory, Observe, Microsoft 365, etc.
• Able to demonstrate strong technical acumen, attention to detail, and dedication to solving complex problems.
• Passionate about customer experience and able to communicate in a way that effectively shows professionalism, kindness, a sense of urgency, and powerful drive to save the day.
• Experience in the mortgage industry.
• Highly experienced and passionate with knowledgebase article creation, training, and continuous process improvement.
• Experience man aging complex and time sensitive escalations for high profile customers.
• Experience working in a rapidly changing environment
• Highly motivated with a strong work ethic, good judgement, and a love for collaborative troubleshooting.

Responsibilities

• Work and resolve a wide variety of support cases for our internal Tinman platform and its various integrated tools.
• Mentor junior product team members and identify knowledge gaps across the team at large.
• Develop and deliver high caliber training materials to be delivered to new hires, during team meetings, and with partner teams as appropriate.
• Collaborate with Product Support, Product Management, Engineering, IT, and Sales.
• Perform log analysis, error tracing, and root cause analysis using various internal tools
• Master mortgage terminology, workflows, and best practices.
• Assist in detecting and mitigating critical bugs and/or incidents in coordination with key stakeholders.
• Escalate bugs and similar issues to our product and engineering teams using extensive troubleshooting.
• Create and maintain advanced troubleshooting guides, runbooks, and internal knowledge base articles for complex technical scenarios.
• Capture detail case notes that document all relevant troubleshooting steps, along with the resolution and why it worked.
• Develop subject matter expertise (SME) in a variety of product categories. Create process and technical documentation for your assigned domain and create training material to be delivered in team meetings.
• Play a crucial role in helping the Support team scale to meet the needs of our ever-growing business. If you have a passion for participating in the building of an empire from scratch, then you will find a lot to love here!
• Various projects and initiatives as needed by the business.

Benefits

• Day One Coverage – Your benefits begin on your first day, so you’re supported from the start
• Nationwide Medical, Dental & Vision Coverage – Comprehensive plans that travel with you, wherever you are
• Mental Health Support When You Need It – Immediate access to virtual therapy with licensed providers for you and your eligible dependents (ages 6+), with your first few visits covered at no cost!
• Health Savings Account (HSA) – Includes an employer contribution to help you plan for healthcare expenses
• Employer-Funded Dependent Care FSA – Support for childcare and/or dependent care costs
• Disability & Life Insurance – Provided at no additional cost to give you added peace of mind
• Flexible PTO – Time off when you need it, so you can recharge and focus on what matters most
• Extra Perks & Discounts – Including pet insurance, savings programs, and more to support life beyond work

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed