Remote Enterprise Support Specialist (L2/L3) – SaaS LOS

Vesta; San Francisco (CA); On-site; USD 85,000 - 115,000; Full time

Benefits offered by this job

Medical benefits

401(k) plan

Parental leave

Remote-first with SF hub

Doordash benefits

Flexible time off

Company offsites

Job summary

Vesta is hiring a Support Specialist in a remote-first role with a San Francisco hub. You will be an individual contributor on the Support team, delivering product and technical support to enterprise customers using Vesta's loan origination system.

This role demands deep product knowledge, problem solving, and collaboration with Product and Engineering. Expect to work across logs, APIs, and configurations, with travel for US offsites twice yearly.

Qualifications

• Experience providing L2 or L3 technical and product support for a B2B SaaS product.
• Ability to learn complex products and domain knowledge.
• Comfort with configurations, logs, APIs, JSON or XML data formats.
• Strong written communication in a remote-first environment.
• Willingness to travel to US offsites.

Responsibilities

• Engage with enterprise customers through Zendesk and other channels to answer questions, configure issues, and address bugs.
• Perform initial investigation by reviewing logs and diagnostics to identify root causes.
• Reproduce reported issues when needed and document steps for engineering.
• Triage issues to Product and Engineering with clear context and artifacts.
• Contribute to scalability by documenting product functionality in the Help Center.

Skills

L2/L3 support

SaaS support

Technical troubleshooting

APIs & logs

Remote work

Travel to offsites

Communication skills

Tools

Zendesk

Job description

Vesta is hiring a Support Specialist in a remote-first role with a San Francisco hub. You will be an individual contributor on the Support team, delivering product and technical support to enterprise customers using Vesta's loan origination system.

This role demands deep product knowledge, problem solving, and collaboration with Product and Engineering. Expect to work across logs, APIs, and configurations, with travel for US offsites twice yearly.