Technical Support Analyst

We focus on creating the best loan origination system (LOS) available. The Mortgage Cadence Platform (MCP) is your all-in-one solution, whether you need a pre-configured or highly-customizable platform.

MCP’s end-to-end LOS includes our top-rated point-of-sale, with an open architecture and robust APIs for seamless integration of niche technologies. Automated workflows and intuitive design tools deliver a customizable, outstanding experience for both borrowers and users

Job Responsibilities

• Provide advanced technical support for web-based loan origination systems (LOS), ensuring timely resolution of issues
• Troubleshoot and resolve complex technical problems across applications, APIs, integrations, and system configurations
• Analyze error logs, system behavior, and service connections to identify root causes of issues
• Support and maintain cloud-based environments, including Azure services and related infrastructure components
• Investigate and resolve issues related to DNS, networking, and connectivity within distributed systems
• Work with SQL queries to validate data, troubleshoot issues, and support incident resolution
• Analyze XML mappings and data workflows to ensure correct system integrations and document processing
• Collaborate with development, QA, and DevOps teams to escalate and resolve critical production issues
• Manage multiple support tickets, prioritize effectively, and ensure SLA compliance
• Provide clear and professional communication to stakeholders regarding issue status and resolution steps
• Participate in incident management, including investigation of production outages and performance issues
• Focus on security, risk mitigation, and ensuring system stability and reliability
• Support continuous improvement of system efficiency, performance, and user experience
• Maintain high-quality documentation of issues, resolutions, and technical procedures
• Contribute to maintaining a highly configurable and scalable Loan Origination System (LOS) environment

• 2+ years in prior technical support role preferred

• Advanced troubleshooting skills, detail oriented, quick learner
• Deep knowledge of web technologies
• SQL, Error Logs, Service Connections, Azure, DNS / Networking, XML mapping, etc.
• Strong communication skills
• Ability to multi-task and dynamically prioritize issues
• Passionate about security and risk mitigation
• Focus on quality and efficiency
• Mortgage Knowledge recommended but not imperative