Support Engineer

We are seeking a technically skilled Support Engineer to serve as the critical link between our customer-facing support team and our Engineering and Product organizations. This role owns the full lifecycle of complex technical escalations; from front-end triage and backend investigation to defect documentation and custom resolution, ensuring that only thoroughly vetted, well-documented issues reach development. You will be the technical escalation for API, SmartView, and SQL-related issues, build custom SQL and API-based solutions to resolve complex customer problems, and provide hands-on technical guidance to Tier 1 specialists.

What you'll do

• Conduct thorough backend investigations on all escalated issues before they reach Product or Development, including reproduction, root cause analysis, and workaround identification.
• Author detailed bug tickets and track defects through resolution, maintaining clear documentation of reproduction steps, expected behavior, and workarounds.
• Serve as the primary owner of all API, SmartView, and SQL-related support issues, diagnosing and resolving complex technical problems end-to-end.
• Develop custom solutions using SQL and internal APIs to resolve complex, customer-facing issues that fall outside standard support workflows.
• Provide technical guidance to Tier 1 Support Specialists, assisting with complex cases and building team knowledge.
• Rigorously test and reproduce escalated issues to confirm defect behavior, validate fixes, and identify interim workarounds that minimize customer impact.
• Collaborate with Engineering and Product teams by delivering well-documented, fully triaged defect reports that accelerate resolution and reduce back-and-forth.
• Communicate with customers via phone, email, or chat regarding complex or escalated support issues.

• Bachelor's degree in Computer Science, Information Systems, or a related technical field or equivalent work experience.
• 5+ years of experience in a technical support, support engineering, or software QA role, ideally in B2B SaaS or Fintech.
• Strong troubleshooting and debugging skills; ability to read logs, trace errors, and isolate root causes.
• Working knowledge of APIs, databases (SQL), and software integrations.
• Proficiency with bug tracking and support platforms (e.g., Azure DevOps, HubSpot CRM, or similar).
• Excellent written and verbal communication skills, with the ability to explain technical issues clearly to non-technical stakeholders.
• Ability to operate cross-functionally, building effective working relationships with Development, Product, and Customer Success teams.

Nice to Have

• Experience in mortgage, lending, or fintech software.
• Familiarity with cloud platforms (Azure, AWS) or SaaS infrastructure concepts.
• Technical writing skills for producing high-quality support and developer documentation.
• Microsoft Excel proficiency and comfort with data analysis, formulas, and logical reasoning.
• Experience with loan origination, loan servicing, or private lending workflows.

• Comprehensive health, dental, and vision coverage.
• 401(k) with company funded match.
• Mission-driven company with a 45+ year legacy and industry-leading products trusted by thousands of lenders.
• Collaborative, supportive team known for long tenure, deep expertise, and a culture built on trust and integrity.
• Help modernize and evolve the leading platform in private lending technology.
• Beautiful Huntington Beach office with a tight-knit culture.
• Competitive compensation and room for professional growth.
• Performance-based bonuses.
• Generous PTO.
• Modern workspace with on-site amenities.
• Awesome company Christmas party.

Applied Business Software, Inc., (ABS), the maker of The Mortgage Office , is the industry leader in private lending and loan management technology. Since 1978, our software has powered thousands of lenders, including private money firms, municipalities, CDFIs, Tribal Nations, universities, franchisors, third-party servicers and other non-bank lenders, helping them streamline, automate, and scale their lending operations with confidence.