Senior Product Support Specialist

Better is the first AI-native mortgage and home equity finance company, revolutionizing one of the largest financial markets in the world. We make home financing radically more transparent; using AI and proprietary technology to eliminate friction from the mortgage process through our industry-leading AI platform, Tinman®, and the first voice-based AI mortgage assistant, Betsy™. Our mission is simple: make home ownership cheaper, faster and more accessible by transforming how people buy and finance homes.

Here are the facts that speak for themselves:

• We’ve funded $110 billion in loans (more than any other fintech in the US!)
• Raised over $1.2 billion in equity capital to modernize the $15 trillion mortgage industry
• Better’s propriety AI platform makes us an award‑winning lender:

• Fintech Breakthrough Award 2025:
  Best Lending Innovation
• Yahoo! Finance (Jan 2025):
  Best Mortgage Lender for First‑Time Home buyers – Best for quick approval
• Yahoo! Finance (2025):
  Best Online Mortgage Lender
• Money Magazine (2025):
  Best for fast closing
• Forbes (2023):
  Best Online Mortgage Lender

We’re building the future of home finance—and we’re looking for smart, driven, ambitious innovators who are ready to tackle the most impactful work of their careers.

As a Senior Product Support Specialist at Better, you act as a technical liaison between our various customers and our product/engineering teams. In this exciting role, you will resolve complex technical issues centered around our internal Tinman platform. In addition, you will help mentor junior support team members and develop new troubleshooting guides and knowledge‑base articles.

This role requires expert level communication skills, advanced troubleshooting skills, and the ability to coordinate across multiple internal and external teams. You will not only solve problems but also drive continuous improvement via product and support processes, projects, and various initiatives as assigned.

• Work and resolve a wide variety of support cases for our internal Tinman platform and its various integrated tools.
• Mentor junior product team members andidentifyknowledge gaps across the team at large.
• Develop and deliver high caliber training materials to be delivered to new hires, during team meetings, and with partner teams as appropriate.
• Collaborate with Product Support, Product Management, Engineering, IT, and Sales.
• Perform log analysis, error tracing, and root cause analysis using various internal tools
• Master mortgage terminology, workflows, and best practices.
• Assistin detecting and mitigating critical bugs and/or incidents in coordination with key stakeholders.
• Escalate bugs and similar issues to our product and engineering teams using extensive troubleshooting.
• Create andmaintainadvanced troubleshooting guides, runbooks, and internal knowledge base articles for complex technical scenarios.
• Capture detail case notes that document all relevant troubleshooting steps, along with the resolution and why it worked.
• Develop subject matter expertise(SME) in a variety of product categories. Create process and technical documentation for your assigned domain and create training material to be delivered in team meetings.
• Play a crucial role in helping the Support team scale to meet the needs of our ever‑growing business.
  
  If you have a passion forparticipatingin the building of an empire from scratch, then you will find a lot to love here!
• Various projects and initiatives as needed by the business.

• 4-6+ years of experience in a SaaS support role.
• Expert level written and verbal communication skills, with the ability to translate technical details for non‑technical and executive level audiences.
• Prior experience inutilizingvarious support‑based and support adjacent software platforms such as Jira Service Management, Confluence,Fullstory,Observe, Microsoft 365, etc.
• Able todemonstratestrong technical acumen, attention to detail, and dedication to solving complex problems.
• Passionate about customer experience and able to communicate in a way that effectively shows professionalism, kindness, a sense of urgency, and powerful drive to save the day.
• Experience in the…