Technical Product Customer Support (SaaS Platform)

We’re looking for a customer-focused Technical Support Specialist with experience in SaaS platforms and data analytics. This role is ideal for someone who thrives in solving technical challenges, enjoys working with data, and has the ability to communicate solutions clearly to customers.

You’ll support finance and operations teams using our platform—helping them troubleshoot issues, optimize workflows, and unlock the full value of the product. If you’ve supported SaaS customers before, know your way around SQL queries, and are excited about fintech innovation, this role is for you.

🎁 Perks & Benefits

• 💵 Paid in USD (bi-monthly payouts: 15th & 30th)
• 🏖️ Up to 14 days of Paid Time Off annually (starting Day 1)
• 📅 Observance of Holidays (based on your location)
• 🏡 100% remote – work from anywhere
• 🤝 Collaborate with global customers and cross-functional teams (Engineering, Product, Success)
• 🚀 Be part of a mission-driven fintech company transforming how businesses manage cash flow

🧩 What You’ll Be Doing

🛠️ Customer Technical Support

• Research, troubleshoot, and resolve technical issues via email and live chat.
• Validate and replicate user-reported issues, analyze logs, and identify root causes.
• Communicate clearly and empathetically with customers, offering best practices and solutions.
• Lead live troubleshooting sessions when needed to resolve urgent issues.

📊 Data & Analytics

• Use SQL queries and monitoring tools (Sentry, Splunk, Papertrail) to investigate issues.
• Provide actionable insights from data analysis to support troubleshooting and platform improvements.
• Document findings and contribute to building a stronger knowledge base.

🤝 Collaboration & Continuous Improvement

• Advocate for customers internally by collaborating with Engineering, Product, and Customer Success teams.
• Support QA testing for new features and bug fixes before release.
• Contribute to self-service resources like FAQs and knowledge base articles.

✅ Who You Are

• 3–5+ years of technical support experience in a SaaS environment.
• Strong SQL querying skills and experience with monitoring tools (Sentry, Splunk, Papertrail).
• Background supporting startups (Series A–C) with global customer bases.
• Experience with ticketing systems (Jira or similar).
• Excellent communication skills: empathetic, clear, and professional under pressure.
• Highly organized with strong prioritization and time management skills.
• Adaptable and resourceful in fast-paced, ambiguous environments.

Bonus Points

• Knowledge of finance or accounting practices (or willingness to learn quickly).
• Experience in fintech or supporting finance-related SaaS products.
• Collaborative, positive, and passionate about customer success.

📩 How to Apply

Please submit:

1. ✅ Your updated resume
2. ✅ A short Loom video (1–2 mins) introducing yourself and sharing a support case or project you’re proud of
3. ✅ A brief write-up or bullet list of SaaS platforms, tools, and technical issues you’ve supported

Only candidates who submit a Loom video will be moved to the next step of the hiring process.

🧠 If you’re a problem-solver with a mix of technical savvy and customer empathy—we’d love to hear from you.

📋 Application Process Overview

Our comprehensive selection process ensures we find the right fit for both you and our clients:

1. Initial Application - Submit your application and complete our prequalifying questions
2. Video Introduction - Record an video introduction to showcase your communication skills and work experience
3. Role-Specific Assessment - Complete a homework assignment tailored to the position (if applicable)
4. Recruitment Interview - Initial screening with our talent team
5. Executive Interview - Meet with senior leadership to discuss role alignment
6. Client Interview - Final interview with the client team you'd be supporting
7. Job Offer - Successful candidates receive a formal offer to join the team

Each stage is designed to evaluate your fit for the role while giving you insights into our company culture and expectations. We'll keep you informed throughout the process and provide feedback at each step.