Technical Support Engineer

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.