Back to jobs

Application Support Specialist

Remote

 

🏡 About Us
At eLEND, we’re modernizing mortgage — combining human expertise with smart automation and AI-powered tools to create faster, simpler, and more personalized home financing experiences. We believe technology is only as powerful as the people behind it, which is why we’re building a team that values innovation, accountability, and inclusion. Every role here is a chance to be part of shaping the future of mortgage.

Why This Role Matters
As an Application Support Specialist, you’ll be the go-to expert for our mission-critical mortgage platforms — including Encompass and our TPO portal. Your work will keep sales, operations, and partner teams running smoothly by troubleshooting issues, ensuring access, and resolving workflow blockers. By combining technical expertise with a customer-first mindset, you’ll make a direct impact on productivity, user confidence, and operational efficiency.

🛠️ Key Responsibilities

  • Serve as the primary point of contact for Encompass and TPO portal support requests.

  • Triage, troubleshoot, and resolve tickets related to login issues, workflows, permissions, and integrations.

  • Escalate complex issues to engineering or vendor teams while ensuring clear documentation and follow-up.

  • Support user onboarding/offboarding, including role, persona, and access setup.

  • Manage permissions, profiles, and entitlements within Encompass and portal applications.

  • Help users navigate workflows, resolve operational blockers, and understand platform functionality.

  • Review and interpret Encompass customizations (business rules, custom fields, integrations) to troubleshoot issues.

  • Perform root cause analysis (RCA) on recurring issues and recommend preventative solutions.

  • Test changes, fixes, and enhancements in collaboration with product/engineering before rollout.

  • Maintain knowledge base articles, troubleshooting guides, and FAQs to support team efficiency.

  • Contribute to runbooks, process documentation, and automation to improve support delivery.

🎯 What You Bring

  • 2–4 years of experience in application support, service desk, or IT/business systems roles.

  • Hands-on experience with Encompass development, administration, and support (SDK, APIs, Business Rules, Input Form Builder, custom fields, roles/personas).

  • Solid familiarity with mortgage technology platforms, especially Encompass.

  • Strong troubleshooting and structured root cause analysis skills.

  • Excellent communication skills with the ability to explain technical issues clearly to non-technical users.

  • Customer-first mindset with a focus on responsive, clear, and timely resolution.

  • Highly organized, detail-oriented, with strong documentation practices.

Preferred Qualifications

  • Experience supporting TPO portals, borrower portals, or partner-facing applications.

  • ENCOMPASS proficiency- required  
  • Familiarity with third-party mortgage tech integrations (AUS, pricing engines, etc.).

  • Experience with enterprise ticketing systems (HappyFox, ServiceNow, Jira).

  • Knowledge of mortgage operations, compliance, and workflows.

  • Exposure to ITIL or structured service delivery frameworks.

📆 A Day in the Life
No two days look the same, but you’ll typically:

  • Resolve support tickets for Encompass and TPO portal users.

  • Troubleshoot workflow or access issues in real time.

  • Review system customizations to identify root causes.

  • Partner with product/engineering teams to test fixes and enhancements.

  • Update knowledge bases and share best practices with the team.

💼 Growth Path
This role is a launchpad for growth within eLEND’s Technology Operations team, opening opportunities such as:

  • Senior Application Support Specialist

  • Business Systems Analyst

  • Encompass Administrator/Developer

  • Product or Engineering Support roles

💰 Compensation & Benefits

  • 86K-104K (commensurate with experience)

  • Comprehensive health, dental, and vision benefits

  • 401(k)

  • Generous PTO and paid holidays

  • Hybrid work environment with flexibility

  • Modern tools and tech-forward workflows

🌈 Equal Opportunity for All
At eLEND, we recognize and celebrate the value diverse perspectives bring to our team. We’re an equal opportunity employer, committed to making hiring decisions based on talent, experience, and potential — regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

💬 Ready to Join Us?
If you thrive at the intersection of technology and customer service — and you’re ready to make an impact on eLEND’s mortgage technology ecosystem — we’d love to hear from you. Apply today and help us deliver smarter, faster, more reliable mortgage solutions.

 

Create a Job Alert

Interested in building your career at eLEND? Get future opportunities sent straight to your email.

Apply for this job

*

indicates a required field

Phone
Resume/CV

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf


Which departments are you interested in? *
Select...
Select...
Select...

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in eLEND’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.