Support Specialist

Remote (United States)

Job Details

Location: United States

Workplace: Remote

Employment Type: Full-Time

Experience: L2 or L3 technical and product support experience for a B2B SaaS product, or comparable lending systems support with advanced technical support experience

Core Areas: B2B SaaS Support, Product Troubleshooting, Zendesk, System Configuration, Logs and Diagnostics, APIs, JSON/XML, Enterprise Customer Support

Schedule: Monday–Friday, 8:00 AM–5:00 PM PT or 9:00 AM–6:00 PM PT; occasional after-hours incident coverage

Travel: Company offsites twice per year within the continental United States

Compensation: $85,000–$115,000 per year

About the Role

The Support Specialist is an individual contributor responsible for providing product and technical support to enterprise customers using a highly customizable loan origination system. The role focuses on investigating complex product questions, configuration issues, bugs, and unexpected system behavior while helping customers understand workflows, features, and system functionality.

This is not a traditional L1 support position. Issues frequently require detailed investigation, reproduction, and collaboration with Product and Engineering. The work involves reviewing logs, audit history, system configurations, debug tools, APIs, and structured data such as JSON and XML while delivering clear, thoughtful, and empathetic support to enterprise customers.

What You'll Do

• Support enterprise customers through Zendesk and other channels with product questions, configuration issues, bugs, and unexpected system behavior.
• Conduct initial investigations and troubleshoot issues using logs, audit history, debug tools, internal diagnostics, and configuration information to identify root causes when possible.
• Reproduce reported issues when investigation alone does not provide a resolution.
• Triage confirmed or unresolved issues to Product and Engineering with clear documentation of the customer problem, observed system behavior, investigation or reproduction steps, and relevant context or artifacts such as configuration details, data files, and XML.
• Build deep product expertise and guide customers through specific workflows, features, configurations, and system behavior.
• Provide detailed, empathetic support while maintaining a strong focus on the enterprise customer experience.
• Advocate for improvements to the product, support processes, and internal tooling based on customer issues and support experience.
• Document product functionality and common workflows in the Help Center to improve support scalability and customer self-service.
• Identify recurring trends and pain points across support tickets and proactively share relevant insights with Product, Design, and Engineering.

Qualifications

Required Experience

• Experience providing L2 or L3 technical and product support for a B2B SaaS product, or experience supporting comparable lending systems in a role involving advanced technical support.
• Demonstrated ability to learn complex software products and the adjacent domain knowledge required to support them effectively.

Required Skills

• Ability to investigate, troubleshoot, and methodically resolve complex product and technical issues that may not have obvious solutions.
• Comfort working with technical concepts including system configurations, logs, APIs, and structured data formats such as JSON and XML.
• Strong written communication skills for clearly documenting issues, investigation steps, technical context, and customer-facing guidance.
• Ability to provide thoughtful support to enterprise customers with high service expectations.
• Comfort working effectively in a remote-first environment.
• Ability to work Monday through Friday from either 8:00 AM–5:00 PM PT or 9:00 AM–6:00 PM PT.
• Willingness to participate in occasional after-hours incident coverage.
• Ability to travel to company offsites twice per year within the continental United States.

Preferred Qualifications

• Experience providing white-glove support to enterprise B2B SaaS customers.
• Familiarity with mortgage or lending systems, including loan origination systems and MISMO.
• Experience using or supporting AI-powered software products.
• Mortgage industry experience is appreciated but not required; success in the role requires curiosity and a willingness to develop an understanding of the mortgage ecosystem.

Benefits

• Robust medical, dental, and vision coverage, with approximately 100% of employee premiums covered.
• 401(k) plan.
• 16 weeks of fully paid parental leave for all new parents, including birthing and non-birthing parents and adoptive parents.
• Remote-first work environment with a hub in San Francisco.
• Generous work-from-anywhere and wellness benefits.
• Monthly DoorDash benefits.
• Flexible time off.
• Company offsites that provide opportunities for in-person team connection.