Triage, troubleshoot, and resolve complex (L2/L3) incidents across 70+ business applications, owning issues from intake through closure while meeting response and resolution SLAs.
Provide clear, plain‑language updates to stakeholders and business users during incidents and planned changes.
Create and maintain runbooks and SOPs for recurring issues, and identify workflow improvements and automation opportunities to prevent repeat incidents and reduce manual effort.
Investigate and resolve data synchronization and integration issues across ZHL systems (for example, Encompass, Salesforce, Blend, and downstream systems) to ensure accurate and timely data for our teams.
Perform day‑to‑day administration of core mortgage platforms and other ZHL applications, including user and role setup, permissions management, and environment alignment (Production/Sandbox/UAT).
Partner with Engineering, IAM, Business Operations, Product, and vendors to manage complex changes, escalations, and cross‑platform initiatives, ensuring safe, well‑communicated releases.
Serve as a primary point of contact for Zillow Home Loans teammates, including Loan Officers, Processors, Underwriters, and Closers, and develop knowledge base articles, “how‑to” guides, short training videos, and other self‑service tools that help users solve common issues independently.
Track and improve support and operational metrics, such as response and resolution times (MTTA/MTTR), incident recurrence, knowledge base coverage, and customer satisfaction (CSAT), and proactively deliver process improvements that enhance efficiency and reduce repetitive, manual work.
In addition to a competitive base salary and benefits, this position is also eligible for equity awards based on factors such as experience, performance and location.
You have 3+ years of experience in enterprise application support or administration; experience in a regulated environment (such as financial services or healthcare) is a plus.
You bring strong, hands‑on Salesforce administration experience, which is a priority skill for this role.
You have experience diagnosing data and integration issues (for example APIs, webhooks, or ETL), using SQL and log analysis to identify root causes.
You have exposure to or interest in observability tools and basic automation or scripting to improve reliability and reduce manual work.
You are able to communicate clearly with both non‑technical users and executives, and you stay steady and solutions‑oriented under pressure.
You have working knowledge of common mortgage lending tools (such as Encompass and Blend) and an understanding of the loan origination lifecycle, or you are excited to learn them.
You understand identity and access management (IAM) role design and least‑privilege principles, and you value clear, accurate access documentation.
You care deeply about customer experience, follow through on issues, look for ways to prevent them from recurring, and continuously improve processes—not just close tickets.
Here at Zillow, we value the experience and perspective of candidates with non‑traditional backgrounds. If you have related or transferable skills and are excited about this role, we encourage you to apply.
At Zillow, we’re reimagining how people move—through the real estate market and through their careers. As the most-visited real estate platform in the U.S., we help customers navigate buying, selling, financing and renting with greater ease and confidence. Whether you're working in tech, sales, operations, or design, you’ll be part of a company that's reshaping an industry and helping more people make home a reality.
Zillow is honored to be recognized among the best workplaces in the country. Zillow was named one of FORTUNE 100 Best Companies to Work For® in 2025, and included on the PEOPLE Companies That Care® 2025 list, reflecting our commitment to creating an innovative, inclusive, and engaging culture where employees are empowered to grow.
No matter where you sit in the organization, your work will help drive innovation, support our customers, and move the industry—and your career—forward, together.
Zillow Group is an equal opportunity employer committed to fostering an inclusive, innovative environment with the best employees. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires accommodation, please contact your recruiter directly.
Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable state and local law.
Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
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