Description:
Department: Customer Support
Reports to: Support Manager
ABOUT LAND GORILLA
Land Gorilla is the leading construction lending technology platform, helping lenders, builders, and inspectors manage the full construction loan lifecycle. Financial institutions across the United States use our software, and our integrations with core banking systems, loan origination platforms, and identity providers are central to how our customers get real work done every day.
POSITION SUMMARY
The Integration Support Specialist is the technical expert our customers turn to when they are connecting Land Gorilla to the rest of their technology stack. This role focuses on providing technical support and troubleshooting assistance for clients using native integrations, Single Sign-On (SSO), and our public APIs — both during implementation and throughout the ongoing customer relationship. In addition to integration-focused work, this role contributes to the broader Customer Support team by assisting customers with general technical issues.
This position requires strong technical skills, excellent written and verbal communication in English and Spanish, and a solution-oriented, customer-centric approach.
HOW WE WORK
At Land Gorilla, we build technology in a culture of psychological safety. We value learning over blame, collaboration over competition, and curiosity over certainty. We expect team members to document root causes — not just fixes — and to share what they learn so the next person saves time. If you find energy in solving puzzles, teaching what you discover, and supporting teammates across functions and borders, you will find a good home here.
PRIMARY DUTIES & RESPONSIBILITIES
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Diagnose and resolve complex technical issues related to integrations, APIs, and single sign-on.
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Conduct API implementation calls with customers and answer implementation questions from internal team members.
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Review client-proposed integration designs for supported use cases and proactively flag risks or issues before they reach production.
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Troubleshoot SSO login issues across the Identity Providers (IdPs) used by our customer base, including Okta, Azure AD, ADFS, and others.
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Respond to and troubleshoot native integration issues in partnership with our integration partners and clients.
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Communicate clearly with clients — asking the right questions, setting expectations, and providing detailed, reproducible instructions.
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Document and continuously improve support documentation for integrations, APIs, and SSO so customers and teammates can self-serve.
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Assist customers and internal users with general technical issues related to Land Gorilla software via phone, email, and web conferencing.
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Translate complex technical issues into clear, concise, and accessible explanations — both written and verbal.
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Collaborate with Development, QA, Program Management, and Customer Success to resolve cross-functional customer issues.
Requirements:
- Bilingual: Excellent verbal and written skills in both English and Spanish. This is a must-have skill for this role.
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Technical Troubleshooting: Ability to diagnose and resolve technical issues related to SSO, API integrations, data transfer, and general software behavior.
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API Development and Testing: Ability to create and execute API tests using Postman (or an equivalent tool) and interpret test results.
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SAML and SSO Knowledge: Understanding of SAML certificates, SSO login flows, and systematic troubleshooting of SSO errors.
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API and Integration Knowledge: Familiarity with REST APIs, JSON and XML data transfer, HTTP status codes (e.g., 401, 403, 500), and common integration failure modes.
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Communication Skills: Clear, professional written and verbal communication with technical and non-technical audiences.
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Problem-Solving Skills: Ability to analyze error logs, identify root causes, and propose multiple candidate solutions.
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Customer Support Skills: Patience, empathy, and a customer-centric approach across a wide range of inquiries and customer moods.
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Analytical Skills: Strong analytical thinking with the ability to evaluate tradeoffs between multiple potential solutions.
MINIMUM QUALIFICATIONS
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2–3 years of customer service experience, or equivalent experience in a technical support specialist role.
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2–3 years of hands-on technical experience working with APIs (consuming, testing, or supporting).
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Demonstrated experience in troubleshooting SSO and/or integration issues in a production environment.
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Bachelor's degree in Computer Science, Information Systems, or a related field, or equivalent practical experience.
PREFERRED QUALIFICATIONS
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Experience supporting SaaS products in financial services, lending, or construction technology.
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Familiarity with one or more major IdPs (Okta, Azure AD / Entra ID, ADFS, OneLogin, Google Workspace).
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Experience with ticketing platforms such as Zendesk, Jira Service Management, or Salesforce Service Cloud.
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Basic familiarity with PHP, MySQL, or reading application logs in AWS CloudWatch.
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Prior experience writing or maintaining customer-facing technical documentation.
WHAT SUCCESS LOOKS LIKE
Within your first 90 days, you will have shadowed active integration implementations, taken ownership of your first SSO troubleshooting cases, and contributed at least one improvement to our integration or SSO documentation. Within your first year, you will be the go-to escalation point for complex integration issues, a trusted partner to our integration partners, and a teammate whose written documentation makes everyone else's job easier.
GROWTH PATH
This role is a strong stepping stone toward Senior Integration Support Specialist, Integration Engineer, or Solutions Architect roles at Land Gorilla. We invest in our people through structured coaching, cross-functional exposure, and access to modern tools — including AI-assisted workflow tools that the team is actively adopting.
This job description is not exhaustive, and the job holder may be required to undertake additional duties from time to time to ensure the continuous growth and success of Land Gorilla’s service offerings.
BENEFITS:
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Health (+Dependent Coverage), Dental, and Vision Insurance Package
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12 Observed Holidays
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Paid Time Off: Accrues up to 160 hours/ 20 days
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Paid Sick Leave: 40 hours
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2 Floating Holidays
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Paid Family Leave
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401(k) and Company Matching
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Employee Assistance Programs (EAPs) for Mental Health, Financial Planning, Crisis Intervention
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Remote Company - Work From Home Policy
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Monthly Stipend
Compensation: $60,000- $75,000 annually, Full-time
The actual pay offered to the successful candidate will be based on multiple factors, including but not limited to job-related knowledge/skills, experience, and geographical location. It is not typical for an individual to be hired at the high end of the range for their role, and compensation decisions are dependent upon the facts and circumstances of each position and candidate.
Land Gorilla is an equal-opportunity employer and values diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other protected characteristic.
