Support Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Interact with customers via Zendesk and various other platforms to assist with product inquiries, configuration challenges, bugs, and unforeseen system behaviors.

• Conduct initial investigations and troubleshooting by examining logs, audit history, debug tools, and other internal diagnostics to pinpoint root causes whenever feasible.

• Replicate reported issues when resolution cannot be achieved solely through investigation.

• Prioritize both confirmed and unresolved issues for the Product and Engineering teams, meticulously documenting the customer's concerns, observed behaviors, steps taken for investigation or issue reproduction, as well as relevant context or artifacts (such as configuration details, data files, XML).

• Actively promote enhancements to the product, our processes, and our tools to foster a better experience for both our customers and staff.

• Cultivate deep product knowledge to assist customers through specific workflows, features, and system behaviors.

• Approach each interaction with empathy, meticulous attention to detail, and a strong dedication to enhancing the customer experience.

• Aid in scalability by documenting product functionalities and common workflows in our Help Center, identifying trends and recurring issues across tickets, and proactively sharing insights with Product, Design, and Engineering.

⛳️ Requirements

• Previous experience providing L2 or L3 technical and product support for a B2B SaaS product OR experience supporting similar lending systems in advanced technical support roles.

• Proven ability to grasp complex products and related domain knowledge.

• Comfort in working with technical concepts such as system configurations, logs, APIs, or structured data formats (e.g., JSON and XML).

• Excellent written communication skills and ability to thrive in a remote-first environment.

• Availability to work Monday to Friday, from 8 AM to 5 PM PT or 9 AM to 6 PM PT.

• Willingness to engage in occasional after-hours incident coverage.

• Capability to travel to company offsites twice a year (continental US).

🏝️ Benefits

• Comprehensive medical, vision, & dental coverage (~100% of employee premiums are covered).

• 401(K) plan available.

• Generous parental leave policy - 16 weeks fully paid for all new parents, including birthing & non-birthing parents (also applies to adoptions!).

• Remote-first culture with a central hub in San Francisco.

• Generous Work-From-Anywhere & Wellness Benefits.

• Monthly Doordash benefits.

• Flexible time off is openly encouraged.

• Company offsites to foster team connections!