Technical Support Engineer (Mid-Level)

Technical Support Engineer (Mid-Level)

Location : Remote (Brazil. or Latin America preferred)

Company : Hitch, Inc.

About Hitch

Hitch builds the digital infrastructure powering modern home equity and non-QM lending. Our white-label platform enables lenders to launch HELOC, DSCR, bridge, and home equity products faster — with integrated point of sale, broker portals, and automated underwriting.

We partner with leading mortgage lenders like Deephaven Mortgage and MyEQNow to deliver a seamless borrower and broker experience.

Role Overview

We are seeking a Technical Support Engineer to join our operations and product team. You will act as the primary technical contact for our clients — diagnosing platform issues, tracing bugs, and communicating findings clearly between client operations teams and Hitch’s engineers.

This is a hands-on role ideal for someone who thrives at the intersection of customer experience and technology.

Responsibilities

• Serve as Tier 2 support for lender and broker clients, escalating bugs and complex issues to engineering when needed.
• Investigate client-reported issues by analyzing logs, API requests, database records, and user behavior.
• Reproduce and document bugs with clear replication steps, timestamps, and expected vs. actual results.
• Collaborate with developers and QA to verify fixes and regression-test key features.
• Use tools like Postman, AWS CloudWatch, and browser developer tools to debug integrations.
• Maintain support documentation, internal runbooks, and root-cause analyses.
• Monitor application health metrics and proactively identify potential system issues.
• Participate in weekly technical support syncs with Product and Engineering.

Requirements

Nice-to-Have

Why Hitch