Technical Support Specialist (SaaS & Data Analytics)

Job Description

We're looking for a customer-focused Technical Support Specialist with hands-on experience in SaaS platforms and data analytics. This is a replacement hire for a critical support function, and we are moving quickly. The bar is high and the expectations are clear from day one.

You will help customers troubleshoot technical issues, optimize workflows, and get the most out of the platform. This role requires someone who is analytical, detail-oriented, proactive with queue management, and equally comfortable navigating customer conversations and backend systems. If you have supported SaaS products before, can write SQL queries, and take pride in clean ticket handling and strong handoff communication, this is a strong fit.

This role operates across two rotating shifts within a 2 AM to 9 PM Eastern support window. Rotational scheduling is expected and will be set clearly upfront. This is not a fixed single-shift position.

Why You'll Want to Join

• You will be paid in USD (bi-monthly: every 15th and 30th)
• Paid Time Off in accordance with company policy
• Observance of Holidays per company guidelines
• 100% remote setup so you can work wherever you're most productive
• Collaborate with global customers and cross-functional teams including Engineering, Product, and Customer Success
• Join a fast-growing fintech startup improving how businesses manage cash flow

What You'll Work On

Customer Technical Support

• Research, troubleshoot, and resolve technical issues through email, chat, or live sessions
• Always review prior ticket history before responding to a customer, no exceptions
• Validate and replicate user-reported bugs, analyze logs, and identify root causes
• Communicate technical solutions clearly and empathetically to customers
• Manage your queue proactively with fast response times and no tickets left unattended
• Escalate critical issues immediately and within shift hours rather than scheduling outside your shift

Handoffs and Queue Management

• Execute clean, documented handoffs at every shift transition so the next agent never has to guess what happened
• Keep ticket status, notes, and next steps current throughout your shift
• Flag unresolved or high-risk tickets before signing off, not after

Data and Analytics

• Use SQL queries and monitoring tools such as Sentry, Splunk, or Papertrail to investigate issues
• Analyze patterns in technical incidents and surface insights for product improvement
• Document solutions and contribute to internal knowledge bases for self-service support

Cross-Functional Collaboration

• Partner with Engineering, Product, and Customer Success to escalate and resolve complex issues
• Support QA testing and validation for new releases or bug fixes
• Advocate for the customer experience by identifying recurring themes and improvement opportunities
• Contribute to support documentation, internal playbooks, and FAQs

What You Bring

• 3 to 5+ years of experience in technical support within a SaaS or software environment
• Strong queue management discipline: fast response times, no ticket backlog, and clean handoffs are non-negotiable
• Strong knowledge of SQL and experience using data or log monitoring tools such as Sentry, Splunk, or Papertrail
• Familiarity with ticketing systems such as Jira, Zendesk, or Freshdesk
• Habit of reading full ticket history before engaging with a customer
• Excellent English communication skills: clear, empathetic, and concise
• Strong analytical and troubleshooting ability with high attention to detail
• Organized, self-sufficient, and comfortable working in a fast-paced environment
• Availability to work rotating shifts within a 2 AM to 9 PM Eastern support window

Nice to Have

• Background in finance, accounting, or fintech
• Experience supporting Series A to C startups with international customers
• Knowledge of API integrations, webhooks, or data pipelines
• Experience working as part of a small, high-accountability support team

How to Apply

Please include:

1. Your updated resume
2. A short Loom video (1 to 2 minutes) introducing yourself, describing a support case you handled well under pressure, and explaining how you manage your queue and handoffs during a shift
3. A short bullet list of SaaS tools and technical issues you have supported

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

If you take support seriously, manage your queue without being reminded, hand off cleanly every single shift, and want to be the person your team can actually count on, this role is yours to own.

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. Background & Reference Check - Professional reference verification
8. 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.