NEO - Tinman Support Specialist

TL;DR

Tinman Support Specialist: Delivering frontline support, troubleshooting, and user enablement for hirify.global’s proprietary loan origination system, Tinman, as liaison between mortgage operations teams and Product/Engineering. Focus on resolving support tickets, triaging bugs, managing user access, ensuring data integrity in pipelines, and participating in UAT.

Location: Remote or hybrid work arrangements available (US-based company with focus on US federal and state regulations)

Company

AI-native mortgage and home equity finance company revolutionizing the US market using proprietary AI platform Tinman and voice-based AI assistant Betsy.

What you will do

• Serve as first point of contact for Tinman issues via Teams and JIRA, monitoring and resolving support tickets.
• Maintain documentation of bugs, resolutions, and trends; track repeat issues for prioritization.
• Triage basic bugs, collaborate with Product/Engineering on escalations, and manage user access issues.
• Provide hands-on support for pipeline setup, review task triggers and backend logic for errors.
• Contribute to reference materials, how-to guides, user onboarding, and system literacy improvement.
• Participate in UAT for new features and collaborate with Data/Ops on data validation and cleanup.

Requirements

• Adapt to rapidly changing US federal and state regulatory environment
• Strong attention to detail, organizational, analytical, and communication skills
• Excellent verbal/written communication, interpersonal/teamwork skills
• Ability to prioritize, meet deadlines, self-motivated with high energy
• High school diploma or equivalent; finance-related coursework advantageous

Culture & Benefits

• Comprehensive healthcare (medical, dental, vision), retirement (401k), health savings accounts
• Personalized mental health and wellness tools
• Flexible PTO program
• Remote and hybrid work options
• Additional perks and discounts