Support Specialist

📋 Description

• Engage with customers via Zendesk for questions, config issues, bugs, and behavior.
• Investigate issues by reviewing logs, audits, and internal diagnostics.
• Reproduce issues when not resolved by investigation.
• Triage issues to Product and Engineering with context and steps.
• Document product functionality and workflows for the Help Center.
• Collaborate with Product, Design, and Engineering to improve the customer experience.

🎯 Requirements

• Experience providing L2/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 with system configurations, logs, APIs, JSON, and XML.
• Strong written communication and remote-friendly work style.
• Ability to work Mon–Fri, 8 AM–5 PM PT or 9 AM–6 PM PT.
• Willingness for occasional after-hours incident coverage and travel to offsites (continental US).

🎁 Benefits

• Medical, vision, and dental coverage for employees.
• 401(K) plan offering.
• Parental leave – 16 weeks paid for all new parents.
• Remote-first culture with a San Francisco hub.
• Work-From-Anywhere and wellness benefits.
• Monthly Doordash benefits.