Application Support Specialist - Remote (US/PR)

Help reimagine home appraisal software for a $40T asset class. HomeVision builds tools for lenders and appraisers using data science and ML. We’re a small, fast-moving team backed by Initialized Capital, with growing revenue and clear product-market traction.

We are looking for a motivated individual to join the Customer Success team as a support specialist. This is not a standard support role - we have relatively few requests coming in, but those we have can be very important and often complex. Also, there is often time available between requests that can be used to make improvements in documentation, process, tooling, etc. This provides opportunity to grow your experience over time.

What you’ll do

• Own the customer support queue - either from from 6:00 AM to 2:00 PM Pacific or 10:00 AM–6:00 PM Pacific

• Triage, investigate, and resolve issues across our web app, data pipelines, and partner integrations

• Update system configurations and administer customer accounts with care and accuracy

• Write clear, friendly updates and incident summaries for customers and internal stakeholders

• Create and improve support and system documentation

• Spot patterns and drive improvements in the software and processes

• Partner with Product, Engineering, Sales or engineering teams on relevant projects

  • Please note in your application where you may have additional skills

How you’ll work

• Bias to action and ownership, with high empathy for users

• Comfortable digging into logs, admin tools, and other related systems to validate hypotheses

• Propose lightweight experiments and metrics to validate improvements

What you’ll bring

• Excellent written communication and a calm, methodical approach to complex situations

• Strong troubleshooting skills and the ability to learn unfamiliar systems quickly

• A continuous improvement mindset and desire to document as you go

• Commitment to open communication and a collaborative team culture

• Located near Seattle or San Francisco to allow for occasional in-person meetings in the short term and potential hybrid work in the long term

Nice to have

• Experience in real-estate lending, collateral valuation, or appraisal workflows

• Prior experience in customer support, technical support, analytics, or software engineering

• Familiarity with SaaS admin tools, ticketing systems, and basic scripting or SQL

What we offer

• Flexible time off

• High autonomy and clear ownership

• Support for professional development and learning

• Room to grow scope over time (customer relations, product management, integrations PM, or technical track)

No recruiters or automated/AI submissions.