Lending Technology Support Analyst

CSI; United States; On-site; USD 65,000 - 90,000; Full time

Job summary

CSI is seeking a Technical Support Analyst to join the Hawthorn River team. You will diagnose, troubleshoot, and resolve technical issues for financial institutions and internal teams, acting as a bridge between Customer Support and Software Development.

You will review logs, reproduce issues in test environments, and collaborate with developers to document findings and drive resolutions while communicating clearly to customers and stakeholders.

Qualifications

• Minimum of two years of experience in technical support, application support, fintech, banking technology, SaaS, or related tech environments.
• Strong troubleshooting, analytical, and problem-solving skills.
• Experience reviewing logs to identify issues and reproduce them in test environments.
• Experience supporting business applications, databases, servers, APIs, or software platforms.

Responsibilities

• Monitor and manage escalated support requests within ticketing systems.
• Investigate complex customer-reported issues within Hawthorn River applications.
• Review logs to identify root causes and recommend solutions.
• Troubleshoot application, database, server, and integration-related issues.
• Research, test, and document issues requiring Software Development involvement.
• Replicate reported issues in test environments and document 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 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 customers.
• Explain issues and resolutions to non-technical users.
• Participate in system testing, release validation, and troubleshooting activities.
• Support deployment, release, and infrastructure-related activities as needed.
• Assist with disaster recovery testing and related initiatives.
• Create and maintain technical documentation and knowledge base articles.
• Mentor Technical Support Specialists and other team members.

Skills

Troubleshooting

Log analysis

Communication

Issue reproduction

APIs & integrations

SQL queries

Tools

Jira

Salesforce

ClickUp

Job description

CSI is seeking a Technical Support Analyst to join the Hawthorn River team. You will diagnose, troubleshoot, and resolve technical issues for financial institutions and internal teams, acting as a bridge between Customer Support and Software Development.

You will review logs, reproduce issues in test environments, and collaborate with developers to document findings and drive resolutions while communicating clearly to customers and stakeholders.