Research, troubleshoot, and resolve technical issues through email, chat, or live sessions
Always review prior ticket history before responding to a customer, no exceptions
Validate and replicate user-reported bugs, analyze logs, and identify root causes
Communicate technical solutions clearly and empathetically to customers
Manage your queue proactively with fast response times and no tickets left unattended
Escalate critical issues immediately and within shift hours rather than scheduling outside your shift
Execute clean, documented handoffs at every shift transition so the next agent never has to guess what happened
Keep ticket status, notes, and next steps current throughout your shift
Flag unresolved or high-risk tickets before signing off, not after
Use SQL queries and monitoring tools such as 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
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

3 to 5+ years of experience in technical support within a SaaS or software environment
Strong queue management discipline: fast response times, no ticket backlog, and clean handoffs are non-negotiable
Strong knowledge of SQL and experience using data or log monitoring tools such as Sentry, Splunk, or Papertrail
Familiarity with ticketing systems such as Jira, Zendesk, or Freshdesk
Habit of reading full ticket history before engaging with a customer
Excellent English communication skills: clear, empathetic, and concise
Strong analytical and troubleshooting ability with high attention to detail
Organized, self-sufficient, and comfortable working in a fast-paced environment
Availability to work rotating shifts within a 2 AM to 9 PM Eastern support window

You will be paid in USD (bi-monthly: every 15th and 30th)
Paid Time Off in accordance with company policy
Observance of Holidays per company guidelines
100% remote setup so you can work wherever you're most productive
Collaborate with global customers and cross-functional teams including Engineering, Product, and Customer Success
Join a fast-growing fintech startup improving how businesses manage cash flow

Technical Support Specialist – SaaS, Data Analytics

Key skills