Technical Support Analyst – Lending Technology
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Job Description
Technical Support Analyst troubleshooting Hawthorn River lending platforms for CSI’s financial-institution customers. Investigating logs, databases, APIs, and integrations while supporting releases and escalations.
Responsibilities:
- Monitor and manage escalated support requests within ticketing systems
- Investigate complex customer-reported issues within Hawthorn River applications
- Review application, system, and error logs to identify root causes and recommend solutions
- Troubleshoot application, database, server, and integration-related issues
- Research, test, and document issues requiring Software Development team involvement
- Replicate reported issues in test environments and document reproduction steps
- Analyze API-related errors and integrations between Hawthorn River and customer core banking platforms
- Serve as a technical escalation resource for Customer Support
- Collaborate with developers by providing issue documentation, testing results, and troubleshooting findings
- Execute data queries and analyze results to support troubleshooting
- Communicate technical findings to support teams, developers, and financial institution customers
- Explain technical issues and resolutions to non-technical users
- Participate in system testing, release validation, and troubleshooting activities
- Support deployment, release, and infrastructure-related activities as needed
- Assist with disaster recovery testing and operational initiatives
- Create and maintain technical documentation, troubleshooting guides, and knowledge base articles
- Mentor and support Technical Support Specialists and other team members as appropriate
Requirements:
- Minimum of two years of experience in technical support, application support, software support, fintech, banking technology, SaaS, or related technology environments
- Strong troubleshooting, analytical, and problem-solving skills
- Experience reviewing application, system, debug, or error logs to identify issues
- Ability to reproduce issues in test environments and thoroughly document findings
- Experience supporting business applications, databases, servers, APIs, or software platforms
- Strong written and verbal communication skills
- Ability to manage multiple priorities and work effectively in a fast-paced support environment
- Experience working directly with customers to resolve technical issues
- Strong attention to detail and documentation skills
- Experience supporting Salesforce-based applications preferred
- Fintech, banking technology, or financial services industry experience preferred
- Understanding of APIs, web services, and system integrations preferred
- Familiarity with loan origination systems, lending software, loan servicing platforms, or community banking operations preferred
- Experience with CRM, customer support, or ticket management systems such as ClickUp, Jira, or Salesforce preferred
- Background supporting software development teams through technical issue investigation and documentation preferred
- Experience explaining technical concepts to non-technical stakeholders preferred
- Experience with SQL queries or database troubleshooting is a plus
- Must be authorized to work in the United States without the need for sponsorship now or in the future
- Visa sponsorship is unavailable
Benefits:
- Eligibility for incentive awards based on both individual and business performance
- Comprehensive range of benefits (details provided in Benefits Summary)
- Rewarding and challenging career opportunities
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