• Own and manage technical support tickets from intake to resolution using tools such as Zendesk / Jira. • Investigate and resolve platform issues, data discrepancies, automation failures, and workflow errors. • Clearly document findings, root causes, and resolutions for each issue. • Provide timely updates to customers and internal stakeholders to ensure transparency and confidence. • Analyze logs, API responses, database records, and system behavior to identify root causes. • Perform SQL queries and data validation to support investigations. • Reproduce issues in lower environments when required. • Work closely with Engineering, Operations, Product, and Customer Success teams to resolve complex issues. • Escalate bugs with clear reproduction steps, logs, and impact analysis. • Assist Ops teams by identifying technical vs process-driven issues and routing accordingly. • Proactively identify recurring issues and suggest preventive measures. • Participate in incident response, RCA creation, and post-incident reviews. • Create and maintain internal documentation, runbooks, and troubleshooting guides. • Identify gaps in support processes and recommend improvements. • Help standardize ticket-handling procedures and best practices.

About Homeward Homeward takes the “what ifs” out of homebuying by creating financial products that give buyers and sellers certainty and convenience. We’re a fast-paced, remote-first real estate startup that partners with real estate agents to offer innovative products and services, helping clients buy with cash, sell with certainty, and time their move, regardless of the market. Founder and CEO Tim Heyl, owner of one of the fastest-growing agent teams in the country, started Homeward in 2018 to fix the antiquated and broken real estate process. Today, we offer bundled cash offers, mortgage, and title services in 13 states, enabling buyers and sellers to move with certainty and convenience. We’re a fully remote company with a diverse team spread across several countries - Grounded in three core values: The Golden Rule, One Team One Dream, and Calm Focus. Hear from our employees about what our values mean to them. About the opportunity As part of the Homeward Support Team, you’ll be on the front lines to ensure our customers and agents have an amazing experience with Homeward. We are seeking team members with a strong desire to provide incredible customer service. This role will partner with cross-functional teams to ensure the agents and customers have answers to their questions during peak work hours, in addition to off-hours. We are building a team to ensure our partners and clients are taken care of around the clock. We know how exciting buying a home is; let’s make sure we make it the best experience possible! Note: This is a temporary, part-time, three-month, hourly position and will require weekend availability. (ex. Schedule = Friday > Monday 8:30 am > 8 pm). This role is not eligible for visa sponsorship. In this role, you will: - Answer and route incoming calls from the Homeward main line from 8 AM to 8 PM in all active markets. - During normal business hours, route calls to the appropriate team member. - During evening and weekend shifts, handle calls as needed to get the customer answers while other team members are out of the office. - Become an expert in all Homeward processes to be able to support agents and customers. - Proficient understanding of Salesforce to providing necessary support for contract management - Strong ability to read and understand contracts and Homeward offer instructions for states assigned. - Review incoming contracts to ensure accuracy and work with agents to correct any items needed while providing excellent service. - Work within internal systems to ensure the customer is approved for the offer their agent has submitted prior to signing. - Review & Sign all incoming contracts and amendments. - Strong technical skills to manage workload and communication across multiple platforms - Attend weekly 1-1 with Team Lead or Manager - Attend regular team syncs and trainings - Log detailed and accurate notes, and keep systems and records up to date - Proficient in e-signature programs such as Docusign, Authentisign, and dotloop What you’ll bring: - An intrinsic desire to serve customers and provide a delightful, seamless experience - Keen attention to detail - Exceptional organizational skills - Impeccable written and verbal communication skills - Strong time-management and project management skills - An ability to remain calm and focused under pressure - The drive to be a part of innovation and a growing team - Call center or customer service experience preferred - 1+ years real estate, mortgage, or prop-tech experience preferred Pay and benefits - Compensation: $28 / Hour - Remote-first environment (our Headquarters are in Austin, TX) Value-Driven Employee Experience THE GOLDEN RULE. It’s simple: Treat others the way we want to be treated. Whether we’re dealing with colleagues or customers, we don’t prioritize money or growth over people, and we practice empathy at every opportunity. CALM FOCUS. We work in tech and build solutions for real estate. Both are fast-paced and stressful industries. But by focusing on the larger objective rather than rushing from one task to the next, we can create solutions our customers love. ONE TEAM, ONE DREAM. Big problems require big solutions. We look at our customers’ experiences holistically and recognize that solving them requires collaboration across teams and our three affiliate companies — Homeward, Homeward Mortgage and Homeward Title.

• Serve as the dedicated technical partner for a portfolio of strategic enterprise customers, developing deep expertise in their architecture, security posture, and business priorities • Own complex technical investigations end-to-end across integrations, data pipelines, detection systems, and observability tooling, driving issues from first signal through root cause and resolution • Provide clear, executive-ready communication during high-visibility situations, ensuring SLA adherence, proactive updates, and strong cross-functional coordination with Engineering • Build long-term, trust-based relationships with senior security and engineering stakeholders, positioning Zenity as a strategic cybersecurity partner • Identify recurring patterns, systemic risks, and optimization opportunities across accounts, turning reactive support into proactive value • Contribute to scaling Zenity’s Strategic Support function through process improvements, documentation, enablement assets, and participation in enterprise on-call coverage

• Provide technical support to Egnyte's clients and partners • Provide support via e-mail, phone and Zoom • Work effectively and professionally with users who span from IT, business users, partners and executives • Provide a workable solution that addresses client issue based on their use case • Master Egnyte's product capabilities and serve as the subject matter expert within the support organization • Work with Product Management, Engineering and Sales to effectively take issues to resolution • Participate in testing of new and updated products and provide feedback • Write technical documents such as service and product FAQ's, guides, and manuals