Support Specialist

Job description

**What we're doing:** Owning a home is a foundational part of building financial security and wealth in America. However, the tools and technology that support homeownership are antiquated, dependent on things like fax machines, handwritten documentation, and hours of manual review. We're here to change it. Vesta is the next-generation system of record to power the multi-trillion mortgage market. We believe that we are overdue for a core transformation – that in order to build a fully automated process and fully digital customer journeys, lenders will have to adopt a system of record platform that is modern, open, and orchestrated by best-in-class software workflows. **Who we are:** Our founding team is no stranger to the complexities of the financial industry. As early employees at Blend, they spent years together focused on creating modern cloud infrastructure for banks. Now, with Vesta, they are transforming the mortgage industry by creating the most flexible, open and automated origination experience, benefiting financial institutions and their customers. And, we're not alone. We've raised $55M from top tier investors, including Andreessen Horowitz, Bain Capital Ventures, Conversion Capital, Zigg Capital, and Index Ventures. We believe that our team is our greatest competitive advantage and take pride in having a team of exceptional humans. As a team, we value humility, empathy, self-awareness, and an orientation towards action. If this sounds like you and you're excited by the idea of getting in at the ground level to be part of building the infrastructure that will power the future of the finance industry, we would love to hear from you! **Who you are:** You’re a support professional who thrives solving complex problems and being a bridge between customers and the business. You enjoy understanding how systems work, digging into edge cases, and methodically troubleshooting issues that don’t have obvious answers. You’re comfortable supporting enterprise customers with high expectations and you take pride in providing clear, thoughtful, and empathetic support even when things are broken or a situation is unclear. You don’t need prior mortgage industry experience to succeed here though it is definitely appreciated. What matters most is strong support fundamentals, curiosity, and the ability to learn complex products and domain knowledge over time. You’re excited to join an early-stage company, but you’re also realistic about what that means: ambiguity, evolving processes, and the opportunity to shape how support is done — not just follow a script. **About the role:** 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 **What we’re looking for** **Required:** - Experience providing **L2 or L3 technical and product support** for a B2B SaaS product **OR** experience supporting comparable lending systems in roles with advanced technical support experience - 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 PT or 9 AM to 6 PM PT** - Willingness to participate in occasional after-hours incident coverage - Ability to travel to company offsites twice per year (continental US) **Nice to have:** - Experience providing white glove support to enterprise B2B SaaS customers - Familiarity with mortgage or lending systems (LOS experience, MISMO, etc.) - Experience using or supporting AI-powered software products Note: We don't expect you to come in understanding every nuance of the mortgage industry. However, being successful in this role will require a high degree of curiosity and willingness to understand the mortgage ecosystem. **Benefits and Perks** - 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! Our cash compensation amount for this role is targeted at $85,000 - $115,000/yr. Final offer amounts are determined by multiple factors including candidate experience and expertise and may vary from the amounts listed above. At Vesta, we believe that the only way we can tackle the challenging problems in front of us is by having diverse perspectives and an environment that promotes inclusivity. We’re committed to equal opportunity regardless of race, color, ancestry, religion, gender, gender identity, parental or pregnancy status, national origin, sexual orientation, age, citizenship, marital status, disability, or veteran status. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. As part of our onboarding process, we participate in the E-Verify program.