Technical Support Associate

About the role

We’re looking for a technically fluent Support Associate to join our growing support team. Specifically, you’ll help cover East Coast hours where we have a critical gap in support volume. This is not a traditional L1 ticket-handling role. Our AI support bot handles the bulk of routine inquiries, so your time will be spent on complex, technical, and nuanced issues that require real troubleshooting depth.

What You’ll Do

• Serve as the technical escalation point for complex client issues — diagnosing, reproducing, and resolving problems that go beyond standard documentation.
• Read and interpret application logs, error traces to identify root causes and communicate findings clearly to Engineering.
• Triage and manage integration-related issues across third-party platforms and coordinate with Product and Engineering through to resolution.
• Partner closely with Engineering and Product teams on bug escalations, feature requests, and platform improvements — acting as the voice of the client internally.
• Respond to client support requests via phone, email, and live chat (EST hours) with a high degree of technical accuracy and professionalism.
• Investigate and document issues that fall outside existing runbooks, contributing to a growing internal knowledge base and escalation playbooks.
• Utilize tools including Intercom, Salesforce, and internal dashboards to manage ticket workflows and maintain visibility across open issues.

What We’re Looking For

• 3+ years of experience in technical support, application support, or a customer-facing engineering-adjacent role.
• Demonstrated ability to read and interpret logs, and error messages — you don’t need to be handed a solution, you can find one.
• Experience working with integrations, webhooks, or third-party platform troubleshooting strongly preferred.
• Track record of collaborating directly with Engineering and Product teams on escalations, bug reports, and feature feedback.
• Background in financial services, wealthtech, legaltech, or SaaS platforms is a strong plus — estate planning experience is a bonus.
• Comfortable operating in a fast-paced startup environment with evolving priorities and limited process documentation.
• Strong written and verbal communication skills — you can translate a technical root cause into plain language for a non-technical client.
• East Coast-based or fully available to work EST hours.
• Familiarity with tools such as Intercom, Salesforce, Datadog, or similar support/observability platforms.
• Bachelor’s degree or equivalent years of experience.

Nice to Have

• Experience working with or alongside AI-powered support tools or chatbot platforms.
• Exposure to estate planning, trust and will workflows, or legal/financial SaaS.
• Familiarity with SQL or basic scripting for log analysis or data validation.

Why You’ll Love Working for Wealth.com

• A flexible work environment.
• Excellent medical, dental, and vision insurance options, with low-cost premium structures that demonstrate our commitment to offering great value to our employees.
• 100% company-paid basic life insurance, short-term and long-term disability insurance.
• Company equity managed through Carta.
• 401k with match and 100% vesting upon hire.
• Generous PTO that grows with you — start with 15 days of vacation your first year, increasing annually up to 20 days.
• Flexible, use-it-your-way vacation — take time off in as little as one-hour increments.
• Take time off for holidays — and yes, your birthday counts too.
• Free estate planning!

Equal Opportunity Employer

Wealth.com is an equal opportunity employer and encourages people from all backgrounds to apply. Should you have a disability or special need that requires accommodation, please let us know.