American Pacific Mortgage

Support Engineer

• The Application Support Analyst is responsible for coordinating, resolving, and tracking end-user issues related to the software applications utilized at American Pacific Mortgage.
• This role provides day-to-day application support to branch Originators, Processors, and Banking Operations teams to ensure minimal disruption to production and operational workflows.
• The position also manages user account creation, maintenance, and permission administration within APM’s Loan Origination System (Encompass) as well as across the company’s suite of third-party applications.
• Additionally, this role requires thorough, accurate documentation of all support issues, resolutions, and system changes.
• Answer inbound calls via the Application Support Hotline in the order received, providing professional and solutions-focused support.
• Respond to internal support tickets through the company’s ticketing system within established Service Level Agreements (SLAs).
• Troubleshoot and resolve issues related to business applications, including but not limited to Encompass, nCino, Total Expert CRM, and third-party integrations, ensuring minimal operational disruption.
• Serve as the primary liaison between American Pacific Mortgage and vendor support teams to escalate, coordinate, and drive timely issue resolution.
• Track, analyze, and document support issues and resolutions to identify trends, recurring problems, and opportunities for training or system enhancements.
• Partner with the Applications Manager to identify and implement configuration improvements that enhance workflow efficiency and operational productivity.
• Administer user account setup, maintenance, and deactivation across supported platforms, including Encompass, AccountChek, and DataVerify.
• Manage and execute user permission changes within the Loan Origination System (LOS), CRM platforms, and related systems in alignment with company security policies and regulatory requirements.