Support Specialist

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

About the Company

Vesta is a next-generation system of record designed to power the multi-trillion dollar mortgage market. Founded by former Blend employees, Vesta is transforming the mortgage industry by creating a flexible, open, and automated origination experience through modern cloud infrastructure.

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

Requirements

• Experience providing L2 or L3 technical and product support for a B2B SaaS product
• Ability to learn complex products and adjacent domain knowledge
• Comfort working with technical concepts like system configurations, logs, APIs, JSON, or XML
• Strong written communication skills
• Ability to work Monday to Friday, 8 AM - 5 PM PT or 9 AM - 6 PM PT
• Willingness to participate in occasional after-hours incident coverage
• Ability to travel to company offsites twice per year within the continental US

Preferred Qualifications

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