Mortgage Technology Support Analyst II

Lower, LLC; Kentucky; Hybrid; USD 55,000 - 85,000; Full time

Job summary

Lower, LLC is a mission-driven fintech hiring a Mortgage Technology Support Analyst II to troubleshoot and optimize mortgage systems across LOS, POS, and automation tools. The role supports the loan lifecycle from application to closing and partners with business users, technology teams, and leadership to ensure seamless operations and continuous improvement.

The candidate should have 1–3 years in technical support, familiarity with Encompass software, strong problem-solving and communication

Qualifications

• Associate’s or Bachelor’s degree in IT, Business, or related field.
• 1–3 years of experience in technical support, preferably in mortgage technology or financial services.
• Familiarity with mortgage industry processes and exposure to supporting Encompass software (desktop version strongly preferred).
• Strong problem-solving, analytical, and troubleshooting skills.
• Excellent communication skills, with the ability to explain technical concepts to non-technical users.
• Proven ability to prioritize and manage multiple requests in a high-volume, fast-paced environment.
• Customer-focused mindset with strong organizational skills and attention to detail.

Responsibilities

• Provide advanced analysis, troubleshooting, and resolution for end-user support requests across LOS, POS, and Process Automation systems.
• Monitor ticket trends, identify recurring issues, and recommend process or training improvements.
• Escalate and collaborate with development and product teams for complex system issues.
• Assist with system administration tasks, including user setup, maintenance, and access management.
• Support communication and training related to technology changes, enhancements, or system outages.
• Maintain system documentation to capture solutions, root causes, and best practices.
• Participate in special projects as a subject matter expert and provide input on process improvements.
• Deliver exceptional customer service and serve as a trusted support resource for end users.

Skills

Analytical thinking

Troubleshooting

Customer service

Communication

Education

Associate’s or Bachelor’s degree in IT or related field

Tools

Encompass LOS

Ncino

Job description

Here at Lower, we believe homeownership is the key to building wealth, and we’re making it easier and more accessible than ever. As a mission-driven fintech, we simplify the home-buying process through cutting-edge technology and a seamless customer experience. With tens of billions in funded home loans and top ratings on Trustpilot (4.8), Google (4.9), and Zillow (4.9), we’re a leader in the industry. But what truly sets us apart? Our people. Join us and be part of something bigger.

Job Description: The Mortgage Technology (MT) Support Analyst II plays a key role in supporting, troubleshooting, and optimizing mortgage technology systems that drive the loan lifecycle from application to closing. This position serves as an advanced resource for diagnosing and resolving technical issues, maintaining user functionality, and supporting system improvements. The MT Support Analyst II partners closely with business users, technology teams, and leadership to ensure seamless operations and continuous improvement of mortgage technology tools.

Duties and Responsibilities

• Provide advanced analysis, troubleshooting, and resolution for end-user support requests across LOS, POS, and Process Automation systems.
• Monitor ticket trends, identify recurring issues, and recommend process or training improvements.
• Escalate and collaborate with development and product teams for complex system issues.
• Assist with system administration tasks, including user setup, maintenance, and access management.
• Support communication and training related to technology changes, enhancements, or system outages.
• Maintain system documentation to capture solutions, root causes, and best practices.
• Participate in special projects as a subject matter expert and provide input on process improvements.
• Deliver exceptional customer service and serve as a trusted support resource for end users.

Position Specifications/Requirement

• Associate’s or Bachelor’s degree in IT, Business, or related field, or equivalent work experience.
• 1–3 years of experience in technical support, preferably in a help desk, mortgage technology, or financial services environment.
• Familiarity 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 skills.
• Excellent communication skills, with the ability to explain technical concepts to non-technical users.
• Proven ability to prioritize and manage multiple requests in a high-volume, fast-paced environment.
• Customer-focused mindset with strong organizational skills and attention to detail.

Lower provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Privacy Policy

Privacy Policy Here at Lower, we believe homeownership is the greatest wealth creator in America today. Our goal is to make homeownership accessible to more people. We also know the path to get there can be daunting; but it doesn’t need to be. As a mission-driven fintech, everything we do revolves around simplifying the home buying process. Through our growing family of companies and products, our team meets customers where they want to do business at every step of the journey. Lower has originated, underwritten, and funded tens of billions of dollars in home loans and offers an industry-leading customer experience with ratings of 4.8 on Trustpilot, 4.9 on Google, 4.9 on Zillow, and A+ from the Better Business Bureau. We innovate through technology, but our people are what sets us apart.