Job Description

Who You Are: 

You are a technical problem solver with a customer-first mindset and a knack for relationship building. You thrive in a fast-paced, collaborative SaaS environment and are energized by both tackling complex issues and nurturing long-term customer relationships. You’re equal parts trusted technical advisor and strategic partner, eager to work at the intersection of support, success, and product.

Does this sound like you? If so, apply today & let’s start the conversation!

What You’ll Do:

• Diagnose and resolve complex technical issues, coordinating with CSM, Support and Product for timely solutions.
• Serve as the subject matter expert for our customers, providing strategic guidance and technical expertise based on your hands-on experience with lending operations systems
• Provide clear, empathetic, and technically accurate responses to customer inquiries and configuration solutions where applicable.
• Document solutions and workflows to support customer usage and adoption of Polly products.
• Assist Customer Success teams with technical configuration and implementation optimization as needed.
• Guide customers through production configurations for capital markets use cases, ensuring compliance and functionality.
• Facilitate third-party integrations by enabling API credentialing, supporting environment setup, and providing technical troubleshooting.
• Conduct research and implement updates within backend admin systems using JSON, with thorough documentation via internal ticketing.
• Provide hands-on assistance to customers as they make production changes, offering best practices and risk mitigation strategies.

What You Have:

• 5+ years of experience in mortgage technology as a Technical Account Management or in a customer-facing Technical Support role
• Configured a mortgage Product & Pricing Engine (e.g., Polly, Optimal Blue, Lender Price, or EPPS) 
• Background working with mortgage Loan Origination Systems (LOS), particularly Encompass, and / or pricing engines in an administrative or configuration capacity.
• Strong technical foundation with experience supporting web-based software, APIs, and cloud infrastructure (AWS/GCP).
• Proficient with debugging (e.g., Postman, Chrome DevTools, PXA), log analysis (e.g., Kibana, Sentry), and querying databases (e.g., SQL/Postgres).
• Clear, professional communication skills with the ability to explain technical concepts to diverse audiences.
• High emotional intelligence and poise when navigating sensitive or high-pressure situations.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.

Why Join Polly?

• High Bar of Talent: Polly consistently performs in the top quartile of start-up companies, and we consider the people of Polly the engine helping us achieve success. Many candidates choose Polly because of the collaborative, smart, and fun people that work here. We strive to hire the best to continue to raise that bar, and <5% of those that enter the interview process are presented with an offer.
• Disruptive Mission: Mortgage capital markets is historically an under-innovated space; Polly is committed to changing that. Our purpose-built platform has reimagined and reinvented the way that our lender customers operate. We are seeking passionate and driven builders who are not interested in accepting the status quo.
• Individual Impact & Growth: Every day, the Polly team doesn’t just work—they contribute to our overarching mission. Individual impact is highly visible and everyone’s voice matters. You will have exposure to every level of leadership, cross-functional teams, and impactful projects, giving you a unique opportunity to build and hone your skills.
• Hybrid Workplace with Innovation at the Core: Here at Polly, we believe in blending flexibility with in-person collaboration. With a hybrid model, our employees work on site three days a week (Tues./Wed./Thurs.) at our Innovation Hubs, located in Dallas-Fort Worth and San Francisco, driving forward-thinking solutions and fostering teamwork.

Employee 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.

Interview Process:

• Round 1 - 30 minute 1:1 with a Polly Talent Team Member
• Round 2 - 30 minute 1:1 with Polly’s Head of Account Management + Customer Success
• Round 3 - Take Home Assessment + Presentation
• Round 4 - 30 minute 1:1 with a Polly QA Engineer
• Round 5 - 30 minute 1:1 with Polly’s VP, Customer

Let's get to know each other.

Polly has pioneered the next generation of mortgage capital markets technology with its cutting-edge, data-driven platform. Its enterprise-grade solutions, including the industry's only cloud-native, commercially scalable product, pricing, and eligibility (PPE) engine and first-of-its-kind Polly/™ AI platform, empower the nation's top banks, credit unions, and mortgage lenders to increase profitability, automate workflows, and revolutionize the loan officer and broker experiences. As a mortgage technology trailblazer, Polly is committed to driving meaningful value and ROI through best-in-class innovation that enables unlimited configurability, flexibility, granularity, and scalability. Polly was founded by a seasoned team of mortgage capital markets and technology experts and is headquartered in San Francisco, California. Recognized as a pioneer in mortgage capital markets, as well as in culture and career development, Polly was named to Forbes' America's Best Startup Employers in 2025. This evaluation was based on three key criteria: Employer Reputation, Employee Satisfaction, and Company Growth.

To learn more, follow Polly on LinkedIn or visit www.polly.io. Polly is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, age, color, national origin, religion, sex, gender identity, sexual orientation, marital status, pregnancy status, disability status, veteran status, or any other legally protected status. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Beware of recruitment scams impersonating the Polly brand or our employees. Our team communicates only through official Polly channels, and we will never ask for sensitive information over text or conduct text-only interviews. If you are ever suspicious or in doubt, reach out to us directly at peopleteam@polly.io. We care deeply about this network and your experience. 

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