Support Specialist (Fintech)

TL;DR

Support Specialist (Fintech): Providing technical L2/L3 product support for a modern mortgage system of record with an accent on complex troubleshooting, log analysis, and API investigation. Focus on bridging the gap between enterprise customers and engineering to resolve system bugs and optimize workflows.

Location: Remote (USA). Must be able to work 8-5 PM PT or 9-6 PM PT and travel to continental US offsites twice per year.

Salary: $80,000 - $120,000/yr

Company

Vesta is building a next-generation system of record to transform the multi-trillion dollar mortgage market through automation and modern software workflows.

What you will do

• Provide L2/L3 technical support to enterprise customers via Zendesk and other channels.
• Perform root cause investigation by reviewing logs, audit history, and internal debug tools.
• Reproduce complex issues and triage them to Product and Engineering teams with detailed documentation.
• Advocate for product and tooling improvements based on customer pain points.
• Create and maintain product functionality documentation in the Help Center.

Requirements

• Experience with L2/L3 technical support for B2B SaaS or lending systems.
• Proficiency with technical concepts including system configurations, logs, APIs, JSON, and XML.
• Ability to work Monday–Friday, 8–5 PM PT or 9–6 PM PT.
• Ability to travel to company offsites in the continental US twice per year.
• Strong written communication skills and experience in remote-first environments.

Nice to have

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

Culture & Benefits

• Robust medical, vision, and dental coverage with ~100% of premiums covered.
• 401(K) plan and 16 weeks of fully paid parental leave for all new parents.
• Remote-first culture with a hub in San Francisco and flexible time off.
• Monthly DoorDash benefits and wellness perks.
• Regular company offsites to foster team connection.