Support Specialist
New
V
Vesta Innovations Inc.Fintech Mortgage
Ability to travel to company offsites twice per year (continental US), Monday to Friday, 8 AM to 5 PM ETFull-TimeMiddle
Salary80,000 - 120,000 USD per year
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Job Details
- Required Skills
- RESTful APIsTroubleshootingJSONTechnical supportZendesk
Requirements
- Experience providing L2 or L3 technical and product support for a B2B SaaS product
- Experience supporting comparable lending systems in roles such as systems analyst, administrator, QA analyst, or similar
- Demonstrated ability to learn complex products and adjacent domain knowledge
- Comfort working with technical concepts such as system configurations, logs, APIs, or structured data formats (e.g. JSON and XML)
- Strong written communication skills and comfort working in a remote-first environment
- Ability to work Monday to Friday, 8 AM to 5 PM ET
- Willingness to participate in occasional after-hours incident coverage
- Ability to travel to company offsites twice per year (continental US)
Responsibilities
- Engage with customers through Zendesk and other channels to support product questions, configuration issues, bugs, and unexpected system behavior
- Perform initial investigation and troubleshooting by reviewing logs, audit history, debug tools, and other internal diagnostics to identify root causes where possible
- Reproduce reported issues when they can’t be resolved through investigation alone
- Triage confirmed or unresolved issues to Product and Engineering
- Continuously advocate for improvements to the product, our processes, and our tooling
- Develop deep product expertise to guide customers through specific workflows, features, and system behavior
- Contribute to scalability by documenting product functionality and common workflows
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