Technical Support Specialist (SaaS & Data Analytics)

We’re looking for a customer-focused Technical Support Specialist with hands-on experience in SaaS platforms and data analytics.

You’ll help customers troubleshoot technical issues, optimize workflows, and get the most out of our platform. This role is perfect for someone who’s analytical, detail-oriented, and comfortable navigating both customer conversations and backend systems. If you’ve supported SaaS products before, can write SQL queries, and enjoy solving problems that mix tech, data, and people, this is a strong fit.

Why You’ll Want to Join

• You will be paid in USD (bi-monthly: every 15th and 30th)
• Up to 14 days of Paid Time Off annually (starting Day 1)
• Observance of Holidays (based on your location)
• 100% remote setup so you can work wherever you feel most productive
• Collaborate with global customers and cross-functional teams (Engineering, Product, 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
• Validate and replicate user-reported bugs, analyze logs, and identify root causes
• Communicate technical solutions clearly and empathetically to customers
• Guide users through troubleshooting steps or best practices to resolve issues quickly

Data & Analytics

• Use SQL queries and monitoring tools like 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

• 3–5+ years of experience in technical support within a SaaS or software environment
• Strong knowledge of SQL and experience using data or log monitoring tools (Sentry, Splunk, Papertrail)
• Familiarity with ticketing systems such as Jira, Zendesk, or Freshdesk
• Excellent English communication skills — clear, empathetic, and concise
• Strong analytical and troubleshooting ability, with attention to detail
• Organized, self-sufficient, and comfortable working in a fast-paced environment

Nice to Have

• Background in finance, accounting, or fintech
• Experience supporting Series A–C startups with international customers
• Knowledge of API integrations, webhooks, or data pipelines
• Passion for customer success and building scalable support systems

How to Apply

Please include:

1. Your updated resume
2. A short 1–2 minute Loom video introducing yourself and describing a support case or technical project you’re proud of
3. A short bullet list of SaaS tools and technical issues you’ve supported

Only candidates who submit both a resume and Loom video will be considered.

If you’re a problem-solver who enjoys diving into data, understanding systems, and helping users succeed, this role offers the chance to grow with a team that values clarity, collaboration, and continuous improvement.

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.