Support Specialist

About the Company

Vesta is a next-generation system of record designed to power the multi-trillion dollar mortgage market. Founded by former Blend employees, Vesta is transforming the mortgage industry by creating a flexible, open, and automated origination experience through modern cloud infrastructure.

Responsibilities

• Engage with customers via Zendesk to support product questions, configuration issues, and bugs
• Perform initial investigation and troubleshooting by reviewing logs, audit history, and debug tools
• Reproduce reported issues and triage them to Product and Engineering with detailed documentation
• Advocate for product and process improvements to enhance customer and staff experiences
• Develop deep product expertise to guide customers through complex workflows
• Document product functionality and common workflows in the Help Center

Requirements

• Experience providing L2 or L3 technical and product support for a B2B SaaS product
• Ability to learn complex products and adjacent domain knowledge
• Comfort working with technical concepts like system configurations, logs, APIs, JSON, or XML
• Strong written communication skills
• Ability to work Monday to Friday, 8 AM - 5 PM PT or 9 AM - 6 PM PT
• Willingness to participate in occasional after-hours incident coverage
• Ability to travel to company offsites twice per year within the continental US

Preferred Qualifications

• Experience providing white-glove support to enterprise B2B SaaS customers
• Familiarity with mortgage or lending systems (LOS, MISMO, etc.)
• Experience using or supporting AI-powered software products