Client Support Engineer

About the role

Third Bridge is a leading global research firm with a dedicated Client Support team to serve as the primary bridge between clients and internal technical and product functions. The Customer Support Specialist will act as the key point of contact for clients, providing dedicated coverage and faster triage for incoming requests.

Responsibilities

• Primary Client Contact: Act as the key point of contact for clients, providing dedicated coverage and faster triage for incoming requests.
• Client Onboarding & Configuration: Liaise with teams post-launch to ensure correct platform setup, manage access levels, and resolve login capabilities. Own post-deployment configuration queries across Third Bridge's product suite, including data feeds, MCP, and agentic offerings.
• Technical Investigation: Conduct initial triage across all incoming tickets regardless of priority level. Own investigation and resolution for P2–P4 issues; for P1 issues, lead the client communication and escalation process through to resolution even where the technical fix may sit with another team.
• Cross-Functional Collaboration: Navigate internal teams effectively, knowing when to loop in Account Managers, Tech Success for complex issues, or Product teams for feedback.
• Knowledge Base Ownership: Build and maintain the team's internal knowledge base, capturing learnings from every ticket resolved. Ensure common issues are documented so they can be resolved faster over time and where possible deflected through AI-assisted tooling.
• Product Communication: Translate client feedback and identified issues into actionable product enhancement suggestions for the Product team.
• Issue Ownership: Take full responsibility for ensuring issues are tracked to completion, maintaining high standards for service level agreements (SLAs).
• Tooling: Use and maintain our support platform (such as Intercom or Atomicworks) to log, triage, track, and report on client tickets. Contribute to the configuration and improvement of AI-assisted workflows that help the team respond faster and deflect common queries.

Requirements & Profile

• Professional Background: Prior experience in Customer Success, Technical Account Management, or SaaS support within an enterprise environment. Experience working with sophisticated, premium clients (such as private equity firms, hedge funds, or financial institutions) is a strong advantage given the nature of Third Bridge's client base.
• Communication Skills: Exceptional written communication skills, with a focus on clarity and professionalism in asynchronous interactions.
• Technical Aptitude: Comfortable navigating technical concepts including API documentation, authentication flows, and platform configuration. Experience with enterprise SaaS platforms or API-based products is a strong advantage. You won't be expected to write code, but you should be able to investigate an issue methodically, read a log, and understand what you're looking at.
• Stakeholder Management: Ability to manage both client expectations and internal stakeholder communication seamlessly.
• Problem-Solving: A proactive approach to technical troubleshooting and investigation.
• Comfort with Ambiguity: Able to operate effectively in an environment without established processes, and motivated by the opportunity to build structure from scratch. This is a founding role, as you will help define how the function works, not just follow a playbook.

Pay

Basic Salary of $70,000-85,000 dependent on experience plus bonus and benefits.

Schedule

Vacation: 15 days (which increases to 20 days after 2 years of service) plus US Holidays
Learning: personal development allowance of $1,500 per year
Health and wellbeing: a variety of insurance plans, including health coverage by Empire Blue Cross Blue Shield.
Medical Insurance, Dental insurance and Vision plan, plus a personal HSA (Health Saving Account) and Medical FSA (Flexible Spending Account).
And also a variety of health and wellbeing events to focus on mental health
Future and family: 401K matching up to 5% of your base salary, life insurance, a long-term disability policy dependent care FSA and pet insurance
Flexibility: work from anywhere for one month per year, 2 annual volunteer days, 2 personal days when life throws you a curveball and 'Summer Fridays'
Social: weekly optional social gatherings, daily breakfast and snacks, social events - ESG: CSR, Environment and Diversity & Inclusion (including Women at Third Bridge, Pride and Blkbridge)
Frontline Innovation: your chance to share your ideas for improvement through Hackathons and other events