Support Analyst

Seeking a Support Analyst for a financial institution and their lending technology team. This team builds and maintains AWS based APIs that power mortgage and loan application workflows, including pre-approvals, renewals, and loan amendments.

This role is the primary owner of production support and incident management for the team. You will be the person who keeps issues moving, from first triage through resolution, while giving the engineering team the space to focus on building. If you like bringing order to a fast paced technical environment and enjoy being the person others rely on when something breaks, this role was built for you.

• Own day to day production support and incident management


• Triage and manage incoming production issues across APIs and connected applications


• Monitor and maintain the production support backlog


• Investigate incidents to determine root cause or likely source of the issue


• Distinguish between user issues, application issues, API failures, and infrastructure related problems


• Escalate true engineering issues to the appropriate development teams


• Partner closely with engineers and leadership to improve issue tracking and resolution flow


• Provide regular reporting on incident trends, backlog volume, issue types, and resolution patterns

• Experience in production support, incident management, or application support


• Hands on experience with AWS cloud environments


• Understanding of APIs and ability to troubleshoot API related issues


• Ability to work across multiple applications and interconnected systems


• Strong organizational skills with the ability to manage a high volume issue queue


• Strong communication skills and comfort working with technical teams


• Comfortable reviewing code and investigating issues in depth, though this is not a development role


• Experience working with AI coding assistants (such as GitHub Copilot), with the ability to assess and validate AI generated code as part of issue investigation

Nice to Have

• Experience in mortgage, lending, or financial services environments


• Familiarity with problem management processes


• Experience supporting cloud native applications


• Exposure to enterprise environments with multiple upstream and downstream dependencies