TechnicalProductCustomerSupport(SaaSPlatform)

We’re looking for a **customer-focused Technical Support Specialist** with experience in **SaaS platforms and data analytics**. This role is ideal for someone who thrives in solving technical challenges, enjoys working with data, and has the ability to communicate solutions clearly to customers. You’ll support finance and operations teams using our platform—helping them troubleshoot issues, optimize workflows, and unlock the full value of the product. If you’ve supported SaaS customers before, know your way around SQL queries, and are excited about fintech innovation, this role is for you. ### 🎁 Perks & Benefits * 💵 Paid in **USD** (bi-monthly payouts: 15th & 30th) * 🏖️ Up to **14 days of Paid Time Off** annually (starting Day 1) * 📅 Observance of **Holidays** (based on your location) * 🏡 **100% remote** – work from anywhere * 🤝 Collaborate with global customers and cross-functional teams (Engineering, Product, Success) * 🚀 Be part of a mission-driven fintech company transforming how businesses manage cash flow ### 🧩 What You’ll Be Doing 🛠️ **Customer Technical Support** * Research, troubleshoot, and resolve technical issues via email and live chat. * Validate and replicate user-reported issues, analyze logs, and identify root causes. * Communicate clearly and empathetically with customers, offering best practices and solutions. * Lead live troubleshooting sessions when needed to resolve urgent issues. 📊 **Data & Analytics** * Use SQL queries and monitoring tools (Sentry, Splunk, Papertrail) to investigate issues. * Provide actionable insights from data analysis to support troubleshooting and platform improvements. * Document findings and contribute to building a stronger knowledge base. 🤝 **Collaboration & Continuous Improvement** * Advocate for customers internally by collaborating with Engineering, Product, and Customer Success teams. * Support QA testing for new features and bug fixes before release. * Contribute to self-service resources like FAQs an