B2B SaaS Support Engineer (L2/L3)

Remotedxb; Dubai; On-site; AED 275,431 - 403,966; Full time

Job summary

Vesta in Dubai is seeking an experienced technical support professional to help customers navigate a B2B SaaS mortgage platform. You will engage via Zendesk to answer questions, resolve configuration issues, and triage bugs, while building deep product knowledge.

You will document workflows for the Help Center, propose improvements to processes, and work regular business hours with occasional after-hours coverage. Some travel to company offsites in the continental US may be required.

Qualifications

• L2/L3 technical and product support for a B2B SaaS product.
• Ability to learn complex products and adjacent domain knowledge.
• Comfort with system configurations, logs, APIs, JSON or XML.
• Strong written communication skills.
• Work Monday to Friday, PT hours with occasional after-hours coverage.
• Willingness to travel to US offsites twice per year.

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.

Skills

L2/L3 technical support

Strong written communication

Ability to learn complex products

Customer focus

Tools

Zendesk

APIs

JSON

XML

Job description

Vesta in Dubai is seeking an experienced technical support professional to help customers navigate a B2B SaaS mortgage platform. You will engage via Zendesk to answer questions, resolve configuration issues, and triage bugs, while building deep product knowledge.

You will document workflows for the Help Center, propose improvements to processes, and work regular business hours with occasional after-hours coverage. Some travel to company offsites in the continental US may be required.