Support Specialist
Provides L2/L3 technical support for enterprise customers using a customizable Loan Origination System, troubleshooting issues via logs/configurations, reproducing bugs, and triaging to engineering. Requires SaaS support experience, technical comfort with APIs/logs/JSON/XML, and strong communication in a remote environment.
About the job
Responsibilities
- 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
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 communication skills and comfort working in a remote-first environment
- Ability to work Monday to Friday, 8 AM to 5 PM ET
- Willingness to participate in occasional after-hours incident coverage
- Ability to travel to company offsites twice per year (continental US)
Nice to have:
- Experience providing white glove support to enterprise B2B SaaS customers
- Familiarity with mortgage or lending systems (LOS experience, MISMO, etc.)
- Experience using or supporting AI-powered software products
Compensation
- Cash compensation targeted at $80,000 - $120,000/yr
- Robust medical, vision, & dental coverage (~100% of employee premiums are covered)
- 401(K) plan offering
- Meaningful parental leave - 16 weeks fully paid for all new parents
- Remote-first culture with a hub in San Francisco
- Generous Work-From-Anywhere & Wellness Benefits
- Monthly Doordash benefits
- Open & encouraged flexible time off
- Company offsites
Skills
Zendesk, Logs, JSON, Xml, APIs, System Configurations, Loan Origination System, Audit History, Debug Tools, Mismo
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