Product Support Specialist
Our client operates in the finance technology industry, focusing on transforming finance teams' workflows through AI-powered automation and integrations with familiar tools. The company addresses challenges in financial data management and decision-making by providing a FinanceOS platform that supports faster and more accurate business insights. With approximately 350 employees worldwide, the organization is positioned as a growing player in next-generation finance technology, emphasizing innovation, collaboration, and customer success.
About the Opportunity
This role is designed to deliver expert technical support for the organization’s finance platform. The Product Support Specialist manages complex customer issues from initial contact through resolution, working closely with Customer Success, Product, and R&D teams to ensure a high-quality customer experience. The position is critical to maintaining customer satisfaction and enabling users to effectively utilize the product.
Responsibilities
- Serve as the first point of contact for customer and internal inquiries via Zendesk channels
- Troubleshoot and respond to technical issues promptly
- Monitor and manage support tickets, escalating unresolved matters appropriately
- Engage with customers to foster satisfaction, advocacy, and loyalty
- Enhance and maintain the company knowledge base to support self-service resolution
Requirements
- 2-4 years in Product Support, Help Desk, or Technical Customer Success within a SaaS environment
- Advanced proficiency in Excel (formulas, Vlookup, Pivot Tables)
- Strong problem-solving skills for technical issues in fast-paced settings
- Customer-focused communication skills able to explain complex concepts clearly
- Proactive approach to anticipating customer needs and improving processes or products
- Understanding of software development life cycle and Agile methodologies
- Experience with Zendesk and Jira or similar support/project tools is a plus
- Finance experience is a plus
Pay
Target salary $85,000 to $110,000 USD annually, based on experience and location. The compensation package includes meaningful equity participation and a 401(k) plan with up to 4% match.
Benefits
- 100% paid medical, dental, and vision coverage for employees
- 100% paid medical and partial dental and vision coverage for dependents
- Annual allowance for eyewear
- Calm app membership
- Parental leave
- Flexible, unlimited sick time and paid time off, with recommended vacation days
- 12 paid company holidays
- Life insurance
- Reimbursement for CPA/CFA license renewal