Technical Support Analyst - Lending Technology

Job Description:

Computer Services, Inc. (CSI) is seeking a Technical Support Analyst to join the growing Hawthorn River team. This newly created position serves as a critical bridge between Customer Support and Software Development, helping financial institutions and internal teams diagnose, troubleshoot, and resolve technical issues within Hawthorn River's lending platform.

This is an ideal opportunity for someone who enjoys solving complex technical problems, investigating application behavior, reviewing logs, and translating technical findings into clear explanations for customers and stakeholders. While this role works closely with developers, it is not a software development position and does not require writing or modifying production code.

What You'll Do

• Monitor and manage escalated support requests within the ticketing systems.

• Investigate complex customer-reported issues within Hawthorn River applications.

• Review application logs, system logs, and error logs to identify root causes and recommend solutions.

• Troubleshoot application, database, server, and integration-related issues.

• Research, test, and document issues requiring Software Development team involvement.

• Replicate reported issues in test environments and document detailed 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 closely 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 financial institution customers.

• Explain technical issues and resolutions in a way that non-technical users can easily understand.

• 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 operational initiatives.

• Create and maintain technical documentation, troubleshooting guides, and knowledge base articles.

• Mentor and support Technical Support Specialists and other team members as appropriate.

What We're Looking For

• Minimum of two years of experience in technical support, application support, software support, fintech, banking technology, SaaS, or related technology environments.

• Strong troubleshooting, analytical, and problem-solving skills.

• Experience reviewing application logs, system logs, debug logs, or error logs to identify issues.

• Ability to reproduce issues in test environments and thoroughly document findings.

• Experience supporting business applications, databases, servers, APIs, or software platforms.

• Strong written and verbal communication skills.

• Ability to manage multiple priorities and work effectively in a fast-paced support environment.

• Experience working directly with customers to resolve technical issues.

• Strong attention to detail and documentation skills.

Preferred Qualifications

• Experience supporting Salesforce-based applications.

• Fintech, banking technology, or financial services industry experience.

• Understanding of APIs, web services, and system integrations.

• Familiarity with loan origination systems, lending software, loan servicing platforms, or community banking operations.

• Experience working with CRM, customer support, or ticket management systems such as ClickUp, Jira, or Salesforce.

• Background supporting software development teams through technical issue investigation and documentation.

• Experience explaining technical concepts to non-technical stakeholders.

• Experience working with SQL queries or database troubleshooting is a plus.

What Will Help You Succeed

• You enjoy investigating technical issues and determining why something failed.

• You are comfortable reviewing logs and identifying patterns in system or application behavior.

• You can communicate effectively with both developers and business users.

• You enjoy solving customer problems and working through complex technical challenges.

• You have strong documentation skills and can clearly explain findings, recommendations, and next steps.

• You are detail-oriented and thrive in troubleshooting and support-focused environments.

• You are naturally curious and enjoy learning new technologies and systems.

• You are proactive, resourceful, and take ownership of resolving issues through completion.

• You are passionate about helping customers succeed while improving product quality and performance.

As a forward-thinking software provider, Computer Services, Inc. (CSI) helps community and regional financial institutions solve their customers’ needs through open and flexible technologies. In addition to its award-winning core banking platform, these include the latest in lending, digital banking, payments, financial crime prevention and cybersecurity. Building on its 60-year track record of personalized service, CSI is shaping the future of banking and empowering its customers to rival their competition. For more information about CSI, visit www.csiweb.com 

CSI provides rewarding and challenging career opportunities for our employees. When determining your pay, we consider various factors such as your skills, qualifications, experience and location. Along with a competitive salary, this position includes eligibility for incentive awards based on both individual and business performance. We also offer a comprehensive range of benefits. To learn more about our benefits, visit: Benefits Summary

CSI is an Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, physical and mental disability, marital status, veteran status, or any other characteristic protected by applicable law. If you need an accommodation during the recruitment process, please email us at [email protected] and we will work with you to meet your accessibility needs.

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Visa Sponsorship: We are unable to offer visa sponsorship for this position. Applicants must be authorized to work in the United States without the need for sponsorship now or in the future.