Software Support Specialist II

Applied Business Software, Inc., (ABS), the maker of The Mortgage Office®, is the industry leader in private lending and loan management technology. Since 1978, our software has powered thousands of lenders, including private money firms, municipalities, CDFIs, Tribal Nations, universities, franchisors, third-party servicers and other non-bank lenders, helping them streamline, automate, and scale their lending operations with confidence.

We are seeking an experienced Customer Service Representative who will deliver exceptional customer and technical support through accurate troubleshooting. This role will focus on serving as an escalation point for complex issues, providing mentorship to Tier 1 specialists, and contribute to process improvement, supporting our continued growth as a SaaS business and strengthening internal processes, performance, and cross-team alignment.

• Handle advanced troubleshooting and software configuration issues.
• Collaborate with Product and Engineering teams to resolve recurring problems.
• Mentor and assist Tier 1 specialists with complex cases.
• Update and refine internal documentation and support procedures.

• Bachelor's degree in a related field or equivalent work experience.
• 2-5 years in technical support or customer success roles, preferably in a B2B SaaS or Fintech environment.
• Proficiency in using customer support software and tools.
• Ability to work cross-functionally with Engineering and Product teams (bug logging/tracking).

• Working knowledge of APIs, databases, or system integrations.
• Experience working with Hub Spot CRM and Azure Dev Ops.
• Technical writing skills for producing and refining support troubleshooting documentation.
• Microsoft Excel proficiency and strong comfort with numbers, formulas, and logical reasoning.

• Comprehensive health, dental, and vision coverage.
• 401(k) with company funded match.
• Mission-driven company with a 45+ year legacy and industry-leading products trusted by thousands of lenders.
• Collaborative, supportive team known for long tenure, deep expertise, and a culture built on trust and integrity.
• Help modernize and evolve the leading platform in private lending technology.
• Beautiful Huntington Beach or San Mateo office with a tight-knit culture.
• Competitive compensation and room for professional growth.
• Performance-based bonuses.
• Generous PTO.
• Modern workspace with on-site amenities.
• Awesome company Christmas party.

The pay range for this role is:

65,000 - 80,000 USD per year (Huntington Beach, CA (HQ))