Technical Support Specialist

We're looking for a customer-focused Technical Support Specialist with hands-on experience in SaaS platforms and data analytics. This is a replacement hire for a critical support function, and we are moving quickly. The bar is high and the expectations are clear from day one. You will help customers troubleshoot technical issues, optimize workflows, and get the most out of the platform. This role requires someone who is analytical, detail-oriented, proactive with queue management, and equally comfortable navigating customer conversations and backend systems. If you have supported SaaS products before, can write SQL queries, and take pride in clean ticket handling and strong handoff communication, this is a strong fit. This role operates across two rotating shifts within a 2 AM to 9 PM Eastern support window. Rotational scheduling is expected and will be set clearly upfront. This is not a fixed single-shift position. Why You'll Want to Join 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 What You'll Work On Customer Technical Support 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 Handoffs and Queue Management Execute clean, documented handoffs at every ...