Support Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Address and resolve support inquiries that range from questions about product usage to troubleshooting API integrations.

• Deliver expert-level support for navigating and utilizing the SaaS platform.

• Comprehend the requirements for regulatory compliance filings.

• Manage customer communication and provide updates during the issue resolution process.

• Collaborate with Technical Support Engineers (TSEs), engineering, product, customer success, and other departments.

• Broaden technical knowledge in APIs, SQL, and related technologies.

• Oversee support processes from the creation of tickets to escalation and resolution.

• Enhance support efficiency through the use of technologies such as AI.

• Assist customers in utilizing compliance tools to combat financial crime.

⛳️ Requirements

• Proficient technical troubleshooting skills, including the ability to diagnose, reproduce, and escalate bugs.

• Experience with APIs and SQL.

• Familiarity with coding languages, Workato, or other iPaaS solutions is an advantage.

• A problem-solving mindset and a commitment to addressing customer issues from inception to completion.

• Capability to quickly learn and adapt to new tools, technologies, and workflows.

• Effective collaborative communication with engineering, product, and customer success teams.

• Professional and articulate approach to customer service.

• Availability to work East Coast hours.

• Capacity to support international customers.

🏝️ Benefits

• Competitive compensation that includes both cash and equity.

• Remote-first (US-based), fully distributed company with flexible working hours.

• Health, vision, and dental benefits.

• 401k plan.

• A safe, respectful, and comfortable work environment.

• A strong focus on diversity, equity, inclusion, and belonging.