Technical Support Analyst - Lending Technology

About the role

Computer Services, Inc. (CSI) is seeking a Technical Support Analyst to join the Hawthorn River team. This role serves as a critical bridge between Customer Support and Software Development, helping financial institutions and internal teams diagnose, troubleshoot, and resolve technical issues within Hawthorn River's lending platform.

Responsibilities

• Monitor and manage escalated support requests within the ticketing systems.
• Investigate complex customer-reported issues within Hawthorn River applications.
• Review application logs, system logs, and error logs to identify root causes and recommend solutions.
• Troubleshoot application, database, server, and integration-related issues.
• Research, test, and document issues requiring Software Development team involvement.
• Replicate reported issues in test environments and document detailed reproduction steps.
• Analyze API-related errors and system integrations between Hawthorn River and customer core banking platforms.
• Serve as a technical escalation resource for Customer Support team members.
• Work closely with developers to provide detailed issue documentation, testing results, and troubleshooting findings.
• Execute data queries and perform analysis to support troubleshooting efforts.
• Communicate technical findings to support teams, developers, and financial institution customers.
• Explain technical issues and resolutions in a way that non-technical users can easily understand.
• Participate in system testing, release validation, and troubleshooting activities.
• Support deployment, release, and infrastructure-related activities as needed.
• Aid in disaster recovery testing and related operational initiatives.
• Create and maintain technical documentation, troubleshooting guides, and knowledge base articles.
• Mentor and support Technical Support Specialists and other team members as appropriate.

Requirements

• Minimum of two years of experience in technical support, application support, software support, fintech, banking technology, SaaS, or related technology environments.
• Strong troubleshooting, analytical, and problem-solving skills.
• Experience reviewing application logs, system logs, debug logs, or error logs to identify issues.
• Ability to reproduce issues in test environments and thoroughly document findings.
• Experience supporting business applications, databases, servers, APIs, or software platforms.
• Strong written and verbal communication skills.
• Ability to manage multiple priorities and work effectively in a fast-paced support environment.
• Experience working directly with customers to resolve technical issues.
• Strong attention to detail and documentation skills.

Preferred Qualifications

• Experience supporting Salesforce-based applications.
• Fintech, banking technology, or financial services industry experience.
• Understanding of APIs, web services, and system integrations.
• Familiarity with loan origination systems, lending software, loan servicing platforms, or community banking operations.
• Experience working with CRM, customer support, or ticket management systems such as ClickUp, Jira, or Salesforce.
• Background supporting software development teams through technical issue investigation and documentation.
• Experience explaining technical concepts to non-technical stakeholders.
• Experience working with SQL queries or database troubleshooting is a plus.