[Remote] Mortgage Technology Support Analyst II

Note: The job is a remote job and is open to candidates in USA. Lower is a mission-driven fintech company focused on making homeownership more accessible. The Mortgage Technology Support Analyst II is responsible for supporting and optimizing mortgage technology systems, troubleshooting technical issues, and ensuring seamless operations through collaboration with various teams.

Responsibilities

• Provide advanced analysis, troubleshooting, and resolution for end-user support requests across LOS, POS, and Process Automation systems
• Monitor ticket trends, identify recurring issues, and recommend process or training improvements
• Escalate and collaborate with development and product teams for complex system issues
• Assist with system administration tasks, including user setup, maintenance, and access management
• Support communication and training related to technology changes, enhancements, or system outages
• Maintain system documentation to capture solutions, root causes, and best practices
• Participate in special projects as a subject matter expert and provide input on process improvements
• Deliver exceptional customer service and serve as a trusted support resource for end users

Skills

• Associate's or Bachelor's degree in IT, Business, or related field, or equivalent work experience
• 1–3 years of experience in technical support, preferably in a help desk, mortgage technology, or financial services environment
• Familiarity with mortgage industry processes and exposure to supporting ICE's Encompass software (experience with the desktop version of Encompass LOS and Ncino strongly preferred)
• Strong problem-solving, analytical, and troubleshooting skills
• Excellent communication skills, with the ability to explain technical concepts to non-technical users
• Proven ability to prioritize and manage multiple requests in a high-volume, fast-paced environment
• Customer-focused mindset with strong organizational skills and attention to detail
• Experience with the desktop version of Encompass LOS and Ncino strongly preferred

Company Overview

Company H1B Sponsorship