Better

Senior Product Support Specialist

Better

full-time

Posted on:

Location Type: Hybrid

Location: Irving • Texas • United States

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Salary

💰 $90,000 - $105,000 per year

Job Level

Senior

About the role

  • 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.

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 managing 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.
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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
log analysiserror tracingroot cause analysistroubleshootingknowledge base article creationprocess documentationtraining material developmentsubject matter expertiseSaaS supportcomplex problem solving
Soft Skills
written communicationverbal communicationattention to detailcustomer experienceprofessionalismkindnesssense of urgencycollaborative troubleshootinggood judgementdedication