Senior Cloud Support Engineer
Zadara
AWSAzureCloudFirewallsGoogle Cloud PlatformLinuxOpenStackPythonVMware
Customer Support Engineer
Polly
full-time
Posted on:
Location Type: Hybrid
Location: San Francisco • California • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
Cloud
About the role
- 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.
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.
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.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer supporttechnical supportclient servicestroubleshootingdocumentationprocess improvementtechnical aptitudeproblem resolutionSaaSFinTech
Soft skills
empathycommunicationdiplomacycomposure under pressureproactive mindsetcollaborationclarityprofessionalismteamworkcustomer satisfaction
