You’re a support professional who thrives solving complex problems and being a bridge between customers and the business.
You enjoy understanding how systems work, digging into edge cases, and methodically troubleshooting issues that don’t have obvious answers. You’re comfortable supporting enterprise customers with high expectations and you take pride in providing clear, thoughtful, and empathetic support even when things are broken or a situation is unclear.
You don’t need prior mortgage industry experience to succeed here though it is definitely appreciated. What matters most is strong support fundamentals, curiosity, and the ability to learn complex products and domain knowledge over time.
You’re excited to join an early-stage company, but you’re also realistic about what that means: ambiguity, evolving processes, and the opportunity to shape how support is done — not just follow a script.
As a Support Specialist at Vesta, you’ll be an individual contributor on our Support team, providing product and technical support to enterprise customers using Vesta, a highly customizable Loan Origination System that empowers customers to automate and guide staff through complex workflows.
This is not a traditional L1 support role. Most issues require investigation, reproduction, and close collaboration with Product and Engineering. You’ll spend much of your time directly in the product, reviewing logs and configurations, and helping customers understand how Vesta behaves in real-world scenarios.
In this role, you can expect to:
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Engage with customers through Zendesk and other channels to support product questions, configuration issues, bugs, and unexpected system behavior
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Perform initial investigation and troubleshooting by reviewing logs, audit history, debug tools, and other internal diagnostics to identify root causes where possible
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Reproduce reported issues when they can’t be resolved through investigation alone
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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)
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Continuously advocate for improvements to the product, our processes, and our tooling to create a better experience for our customers and our staff
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Develop deep product expertise to guide customers through specific workflows, features, and system behavior
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Approach every interaction with empathy, attention to detail, and a strong commitment to improving the customer experience
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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