Support Specialist

Overview

Employer Industry: Financial Technology (Fin Tech)

• Salary up to $120,000 per year
• Robust medical, vision, and dental coverage with ~100% of employee premiums covered
• Meaningful parental leave of 16 weeks fully paid for all new parents, including birthing and non-birthing parents
• Remote-first culture with flexibility for work-from-anywhere
• Open and encouraged flexible time off policy
• Opportunities for team bonding through company offsites

• Engage with customers through Zendesk and other channels to support product inquiries, configuration issues, and bugs
• Perform initial investigations and troubleshooting by reviewing logs, audit history, and other internal diagnostics
• Reproduce reported issues that cannot be resolved through investigation alone
• Triage confirmed or unresolved issues to Product and Engineering, providing clear documentation of the customer's problem and insights
• Advocate for product improvements and document common workflows in the Help Center

• Experience providing L2 or L3 technical and product support for a B2B SaaS product or comparable lending systems
• 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 ability to work in a remote-first environment
• Willingness to participate in occasional after-hours incident coverage

• 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

#Financial Technology #Customer Support #Remote Work #Career Opportunity #Tech Jobs #Inclusive Workplace

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