[Hiring] Support Specialist @Vesta Innovations Inc.

Role Description

As a Support Specialist at Vesta, you’ll be an individual contributor on our Support team, providing product and technical support to enterprise customers using Vesta, a highly customizable Loan Origination System that empowers customers to automate and guide staff through complex workflows.

This is not a traditional L1 support role. Most issues require investigation, reproduction, and close collaboration with Product and Engineering. You’ll spend much of your time directly in the product, reviewing logs and configurations, and helping customers understand how Vesta behaves in real-world scenarios.

In this role, you can expect to:

• 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, clearly documenting the customer’s problem and observed behavior, steps taken to investigate or reproduce the issue, and relevant context or artifacts (e.g., configuration details, data files, XML).
• Continuously advocate for improvements to the product, our processes, and our tooling to create a better experience for our customers and our staff.
• Develop deep product expertise to guide customers through specific workflows, features, and system behavior.
• Approach every interaction with empathy, attention to detail, and a strong commitment to improving the customer experience.
• Contribute to scalability by documenting product functionality and common workflows in our Help Center, identifying trends and recurring pain points across tickets, and proactively sharing insights with Product, Design, and Engineering.

Qualifications

• Experience providing L2 or L3 technical and product support for a B2B SaaS product OR 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–Friday, 8–5 PM PT or 9–6 PM PT.
• Willingness to participate in occasional after-hours incident coverage.
• Ability to travel to company offsites twice per year (continental US).

Requirements

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

Benefits

• Robust medical, vision, & dental coverage (~100% of employee premiums are covered).
• 401(K) plan offering.
• Meaningful parental leave - 16 weeks fully paid for all new parents, birthing & non-birthing parents (applies to adoptions as well!).
• Remote-first culture with a hub in San Francisco.
• Generous Work-From-Anywhere & Wellness Benefits.
• Monthly Doordash benefits.
• Open & encouraged flexible time off.
• Company offsites to get to know the team!