Business Triage Analyst

About Figure

Figure (NASDAQ: FIGR) is transforming capital markets through blockchain. We’re proving that blockchain isn’t just theory - it’s powering real products used by hundreds of thousands of consumers and institutions. 

By combining blockchain’s transparency and efficiency with AI-driven automation, we’ve reimagined how loans are originated, funded, and traded in secondary markets. From faster processing times to lower costs and reduced bias, our technology is helping borrowers, investors, and financial institutions achieve better outcomes.

Together with our 170+ partners, we’ve originated over $17 billion in home equity loans (HELOCs) on our blockchain-native platform, making Figure the largest non-bank provider of home equity financing in the U.S. Figure’s ecosystem also includes YLDS, an SEC-registered yield-bearing stablecoin that operates as a tokenized money market fund, and several other products and platforms that are reshaping consumer finance and capital markets. 

We’re proud to be recognized as one of Forbes’ Most Innovative Fintech Startups in 2025 and Fast Company’s Most Innovative Companies in Finance and Personal Finance.

About the Role

We are passionate about engineering and strive to create exceptional products and customer experiences. We use our lending originations, servicing, and blockchain infrastructures to provide direct-to-consumer and business-to-business product lines. Our disruptive products have a significant impact on the team and the company's growth.

Figure Technology Solutions wants to grow its engineering team with a Business Triage Analyst. The ideal candidate will be responsible for analyzing and prioritizing business issues and incidents. They will also coordinate with various teams to ensure timely resolution of issues. As a member of our engineering team, you’ll work closely with various business functions, including Product and Customer Operations, to gather relevant information and determine the root cause of business issues. 

What You'll Do:

• Analyze incoming business issues and incidents, prioritize them by impact, and escalate as necessary. Conducting initial analyses, vetting of triage and feedback issues/requests reported by users, evaluating root cause conditions, assessing the potential impact of issues and communicating to stakeholders, critically evaluating information gathered from multiple sources, reconciling conflicts, decomposing high-level information into details, abstracting up from low-level information to a general understanding, and distinguishing user requests from the underlying actual needs.
• Collaborate with cross-functional teams to gather relevant information and determine the root cause of business issues. Communicate with stakeholders and provide regular updates on the status and resolution of business issues.
• Serve as the conduit between operations and product (internal and external customers), the engineering team, and external vendors, through which defect resolution flows.
• Function as an internal liaison between operations, product, and engineering for maintenance-related issues (defects); provide guidance and oversight for prioritized defects, from initial reports through resolution; develop defect-analysis specifications and help write bug reports
• Identify workarounds, temporary solutions, or mitigation measures where possible.
• Manage day-to-day responsibilities of triage, monitor bug ticket status, and identify and resolve impediments for bug tickets.
• Ensure team members maintain a high standard of quality in issue write-ups and stakeholder communications. 
• Create and execute onboarding plans to train new staff, identify knowledge gaps, and provide refresher training for new and existing team members; recommend process improvements for defect reporting and defect-ticket lifecycle.
• Assist team members and colleagues by reviewing bug release-note write-ups before publication and updating product documentation in collaboration with others.
• Help develop and maintain a triage process to ensure consistent and efficient handling of business incidents. Contribute to developing best practices and standard operating procedures for business triage and incident management.
• Identify trends and recurring issues through data analysis, proactively address potential business disruptions, and present findings to stakeholders.
• Successfully engage in multiple initiatives simultaneously.

What We Look For:

• A team player with a positive attitude who can thrive in a fast-paced start-up to scale-up environment with maximum autonomy a