[Remote] Mortgage Technology Support Analyst II

Note: The job is a remote job and is open to candidates in USA. Lower is a mission-driven fintech company focused on making homeownership more accessible. The Mortgage Technology Support Analyst II is responsible for supporting and optimizing mortgage technology systems, troubleshooting technical issues, and ensuring seamless operations through collaboration with various teams.ResponsibilitiesProvide advanced analysis, troubleshooting, and resolution for end-user support requests across LOS, POS, and Process Automation systemsMonitor ticket trends, identify recurring issues, and recommend process or training improvementsEscalate and collaborate with development and product teams for complex system issuesAssist with system administration tasks, including user setup, maintenance, and access managementSupport communication and training related to technology changes, enhancements, or system outagesMaintain system documentation to capture solutions, root causes, and best practicesParticipate in special projects as a subject matter expert and provide input on process improvementsDeliver exceptional customer service and serve as a trusted support resource for end usersSkillsAssociate's or Bachelor's degree in IT, Business, or related field, or equivalent work experience1–3 years of experience in technical support, preferably in a help desk, mortgage technology, or financial services environmentFamiliarity with mortgage industry processes and exposure to supporting ICE's Encompass software (experience with the desktop version of Encompass LOS and Ncino strongly preferred)Strong problem-solving, analytical, and troubleshooting skillsExcellent communication skills, with the ability to explain technical concepts to non-technical usersProven ability to prioritize and manage multiple requests in a high-volume, fast-paced environmentCustomer-focused mindset with strong organizational skills and attention to detailExperience with the desktop version of Encompass LOS and Ncino strongly preferredCompany OverviewLower provides home refinancing, customer service, consumer lending, home purchase, and financial services. It was founded in 2014, and is headquartered in New Albany, Ohio, USA, with a workforce of 501-1000 employees. Its website is https://www.lower.com.Company H1B SponsorshipLower has a track record of offering H1B sponsorships, with 1 in 2025, 3 in 2022. Please note that this does not guarantee sponsorship for this specific role.