Technical Product Customer Support – SaaS Platform

Responsibilities

• 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.
• 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.
• 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.

Requirements

• 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.
• 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.