Director of Product Support

Job Summary

Managing application support strategy and product optimization activities, the fully remote Director of Product Support will review core application platforms for performance and compliance, liaise with stakeholders, and ensure timely delivery of product updates.

Key responsibilities

• Audit application performance metrics for accuracy and compliance while identifying and resolving system-level conditions and software deficiencies
• Communicate with business stakeholders and third parties to resolve application support issues and ensure proper execution of technical documentation
• Prepare and review technical documents such as Service Level Agreements (SLAs) and maintain accurate records within the knowledge base and ticketing system

Required qualifications

• 2+ years of experience in product management, application support, or IT operations preferred
• Wholesale mortgage lending experience required
• Strong knowledge of application support processes, system architectures, integrations, and APIs
• Experience auditing software applications and resolving product-level conditions or system deficiencies
• Familiarity with enterprise software platforms (e.g., Salesforce, Encompass, or Jira) is preferred