
Application Support Specialist
🏡 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
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Serve as the primary point of contact for Encompass and TPO portal support requests.
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Triage, troubleshoot, and resolve tickets related to login issues, workflows, permissions, and integrations.
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Escalate complex issues to engineering or vendor teams while ensuring clear documentation and follow-up.
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Support user onboarding/offboarding, including role, persona, and access setup.
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Manage permissions, profiles, and entitlements within Encompass and portal applications.
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Help users navigate workflows, resolve operational blockers, and understand platform functionality.
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Review and interpret Encompass customizations (business rules, custom fields, integrations) to troubleshoot issues.
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Perform root cause analysis (RCA) on recurring issues and recommend preventative solutions.
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Test changes, fixes, and enhancements in collaboration with product/engineering before rollout.
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Maintain knowledge base articles, troubleshooting guides, and FAQs to support team efficiency.
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Contribute to runbooks, process documentation, and automation to improve support delivery.
🎯 What You Bring
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2–4 years of experience in application support, service desk, or IT/business systems roles.
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Hands-on experience with Encompass development, administration, and support (SDK, APIs, Business Rules, Input Form Builder, custom fields, roles/personas).
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Solid familiarity with mortgage technology platforms, especially Encompass.
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Strong troubleshooting and structured root cause analysis skills.
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Excellent communication skills with the ability to explain technical issues clearly to non-technical users.
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Customer-first mindset with a focus on responsive, clear, and timely resolution.
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Highly organized, detail-oriented, with strong documentation practices.
✨ Preferred Qualifications
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Experience supporting TPO portals, borrower portals, or partner-facing applications.
- ENCOMPASS proficiency- required
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Familiarity with third-party mortgage tech integrations (AUS, pricing engines, etc.).
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Experience with enterprise ticketing systems (HappyFox, ServiceNow, Jira).
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Knowledge of mortgage operations, compliance, and workflows.
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Exposure to ITIL or structured service delivery frameworks.
📆 A Day in the Life
No two days look the same, but you’ll typically:
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Resolve support tickets for Encompass and TPO portal users.
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Troubleshoot workflow or access issues in real time.
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Review system customizations to identify root causes.
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Partner with product/engineering teams to test fixes and enhancements.
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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:
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Senior Application Support Specialist
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Business Systems Analyst
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Encompass Administrator/Developer
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Product or Engineering Support roles
💰 Compensation & Benefits
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86K-104K (commensurate with experience)
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Comprehensive health, dental, and vision benefits
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401(k)
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Generous PTO and paid holidays
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Hybrid work environment with flexibility
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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.
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