Technical Support Engineer

3 semanas atrás

Várzea Grande, Brasil Hitch Equity Tempo inteiro

Technical Support Engineer (Mid-Level)

Location: Remote (Brazil. or Latin America preferred)

Company: Hitch, Inc.

About Hitch

Hitch builds the digital infrastructure powering modern home equity and non-QM lending. Our white-label platform enables lenders to launch HELOC, DSCR, bridge, and home equity products faster — with integrated point of sale, broker portals, and automated underwriting.

We partner with leading mortgage lenders like Deephaven Mortgage and MyEQNow to deliver a seamless borrower and broker experience.

Role Overview

We are seeking a Technical Support Engineer to join our operations and product team. You will act as the primary technical contact for our clients — diagnosing platform issues, tracing bugs, and communicating findings clearly between client operations teams and Hitch's engineers.

This is a hands-on role ideal for someone who thrives at the intersection of customer experience and technology.

Responsibilities

- Serve as Tier 2 support for lender and broker clients, escalating bugs and complex issues to engineering when needed.
- Investigate client-reported issues by analyzing logs, API requests, database records, and user behavior.
- Reproduce and document bugs with clear replication steps, timestamps, and expected vs. actual results.
- Collaborate with developers and QA to verify fixes and regression-test key features.
- Use tools like Postman, AWS CloudWatch, and browser developer tools to debug integrations.
- Maintain support documentation, internal runbooks, and root-cause analyses.
- Monitor application health metrics and proactively identify potential system issues.
- Participate in weekly technical support syncs with Product and Engineering.

Requirements

- 2–5 years of experience in technical support, QA engineering, or DevOps support for SaaS or fintech platforms.
- Excellent written and spoken English communication (C1 or native-level).
- Familiarity with APIs, webhooks, JSON payloads, and browser console/network tools.
- Ability to read and interpret basic SQL queries or error logs.
- Strong organizational skills and attention to detail when documenting issues.
- Experience with ticketing systems (Zendesk, Linear, Asana, or Jira).
- Comfortable working cross-functionally with developers and client success teams.

Nice-to-Have

- Background in mortgage, lending, or real estate technology (LOS, POS, or Encompass integration).
- Knowledge of AWS, Node.Js, or React debugging.
- Experience working with Plaid, Truework, Prudent AI, or other fintech APIs.
- Portuguese or Spanish proficiency (to collaborate with our Brazil-based engineering team).

Why Hitch

- Work closely with a global engineering team building the future of digital lending.
- Exposure to real-world integrations across fintech, credit, and mortgage ecosystems.
- Growth opportunities into QA, DevOps, or Client Success Engineering.
- Competitive salary and performance-based incentives.

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