Support Specialist

About the role

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! 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

Requirements

• You're a support professional who thrives solving complex problems and being a bridge between customers and the business.
• 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.
• Required:
• 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 c

Benefits

Additional Information

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.

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