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Technical Support Specialist

3 months ago

San Francisco, California, United States Roostify Full time

Technical Support Specialist (Level 1)
at Roostify

Remote USA

Who We Are
Roostify is a venture-backed fintech company committed to transforming traditional mortgage lending into a modern, enjoyable experience.

Simple to implement and engineered to deliver a secure end-to-end process, Roostifys transformational technology includes easily configurable workflows and a deeply integrated platform to foster an accelerated and personalized home buying journey.

Some of the largest banks in the world rely on Roostify to empower lenders to confidently guide customers and help them unlock lifes big moments.

Here are some interesting facts to help you get to know Roostify:

  • Roostify is helping lenders process more than $50 billion on loans each month, from large enterprise banks to thriving independent brokerages
  • Our CEO,
was named one of the 100 Most Intriguing Entrepreneurs at the 2021 Builders + Innovators Summit by

  • 2020
for AI and ML

  • Two time
Award Winner

  • Active members of
- the National Association of Minority Mortgage Bankers of America

  • We are a distributed team and we have Roosties in 23 different states

Challenges You Will Solve

As a Technical Client Support Specialist (L1), you will report to the Manager of Customer Success and have the opportunity to impact/work with our users directly by providing solutions to complex problems.

You will work cross-functionally with our engineering, product, and customer success teams as a product expert to ensure our end users get the most out of our product.


What Youll Do

  • Providing support to Roostify customers through our existing channels of support to include email, phone, and web conferencing, helping resolve issues to completion
  • Work closely with the product and engineering teams to enhance our product based on our customers experience and needs
  • Communicate issues to engineers on a technical level while also speaking to the customers need in ways that they can understand
  • Perform diagnosis for issues needing escalation and offer advanced technical hands-on troubleshooting/root cause isolation skills
  • As a Level 1 support resource, you will be responsible for helping to own issues from initial reply to resolution/escalation to engineering
  • Gather and present customer insights to internal teams adhering to process workflows, while providing feedback where these flows can be improved
  • Utilize debugging skills to analyze ticket patterns and identify trends
  • Hone your expertise with support tool case management, knowledge base, issue management, and performance to a Service Level Agreement
  • Able to thrive in a fast-paced, distributed environment, performing effectively on multiple projects & deadlines, while providing timely resolutions
  • As required participate in off-hours support activities, including a rotational on-call schedule
  • This role is based remotely; You will need to be comfortable with working with a distributed team to support our customers within Eastern/Central time

What Youll Bring

  • Minimum of 2+ years experience in a comparable customer support role preferably in a SaaS or software entity
  • Knowledge of or experience with modern web development, JavaScript, HTML, YML, HTTP Request / Response, object-oriented programming and data structures
  • Working knowledge of complex networks and performing log analysis of events and audits, Splunk, BugSnag
  • Ability to troubleshoot browser issues along with being able to multitask and manage multiple priorities
  • Disciplined, self-starter with an attention to detail using diplomacy and tact in all interactions
  • Ability to evaluate, troubleshoot, and follow-up on customer issues as well as the ability to replicate and document issues for further escalation
  • Strong writing skills that are empathetic with a casual and confident tone
  • Exceptional communication skills, both written and verbal
  • Proficient in the Google Docs suite
  • Ruby on Rails knowledge is a plus
  • Mortgage industry experience or knowledge is a bonus

Roostify HQ is located in San Francisco, CA, and we are a wfh home forever company. Work from anywhere within the USA for this role. This role requires comfort in supporting clients in the Central and Eastern time zones.

Benefits & Perks

At Roostify we know that people do their best when they feel their best; we care about our people and want them to thrive.

Here are some of the benefits were proud to offer our full-time team members:

  • Competitive Salary & Equity Packages
  • Health, Dental, and Vision Plans
  • 401K with match
  • Flexible Vacation Time
  • Tuition Reimbursement Program
  • Bonus Program

Roostify is an Equal Opportunity Employer
At Roostify we have a value of People First. We strive to provide the best experiences to our employees and candidates.

We consider applicants without regards to race, color, national origin, sex, age, religion, sexual orientation, gender identity, veteran status, marital status, physical or mental disability, or other protected classes under all local, state, and federal laws and ordinances.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Location (City)

Voluntary Self-Identification
For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely
voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Roostifys Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Gender

Please identify your race


If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.

As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA.


Classification of protected categories is as follows:
A "disabled veteran" is one of the following: a veteran of the U.S.

military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S.

military, ground, naval, or air service.
An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S.

military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S.

military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Veteran Status

Form CC-305
OMB Control Number
Expires 05/31/2023

Voluntary Self-Identification of Disability

We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities.

We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities.

To do this, we must ask applicants and employees if they have a di

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