Role Description 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 - 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. Qualifications - 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 Requirements - 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 Benefits - 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 How to Apply Please include: - Your updated resume - A short Loom video (1 to 2 minutes) introducing yourself, describing a support case you handled well under pressure, and explaining how you manage your queue and handoffs during a shift - A short bullet list of SaaS tools and technical issues you have supported Only candidates who submit a Loom video will be moved to the next step of the hiring process. If you take support seriously, manage your queue without being reminded, hand off cleanly every single shift, and want to be the person your team can actually count on, this role is yours to own. Application Process Overview Our comprehensive selection process ensures we find the right fit for both you and our clients: - Initial Application - Submit your application and complete our prequalifying questions - Video Introduction - Record a video introduction to showcase your communication skills and work experience - Role-Specific Assessment - Complete a homework assignment tailored to the position (if applicable) - Recruitment Interview - Initial screening with our talent team - Executive Interview - Meet with senior leadership to discuss role alignment - Client Interview - Final interview with the client team you'd be supporting - Background & Reference Check - Professional reference verification - 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.

• Own Tier-2 Escalations • Triage and resolve complex technical issues escalated from Tier 1, AM, and PGS teams • Reproduce bugs, isolate root causes, and determine whether issues are configuration-, data-, integration-, or platform-related • Provide clear interim updates and technical summaries for customer-facing teams • Investigate issues across key integrations (CRM sync, enrichment pipelines, email infrastructure, browser extensions) • Validate API calls, troubleshoot CRM setups, webhook activity, and data transformations • Create structured bug reports with reproducible steps, logs, and impact assessments • Classify severity and coordinate with engineering on prioritization and resolution timelines • Track issues through resolution and communicate status to stakeholders • Build and maintain advanced troubleshooting guides and internal runbooks • Document known issues, workarounds, and diagnostic steps • Identify recurring failure points, friction, or reliability risks • Optimize support workflows, tagging, and escalation paths

• Provide direct technical support to customers via phone, email, and ticketing systems • Troubleshoot and resolve complex hardware, software, and network issues • Install and configure DTiQ systems remotely • Escalate issues when necessary and collaborate with internal teams to ensure resolution • Maintain ticket queue performance and meet SLA and productivity targets • Document issues and solutions clearly and accurately • Schedule as needed

• Investigate escalated voice-quality issues • Troubleshoot call routing and telephony behavior across SIP, VoIP infrastructure, and WebRTC applications • Analyze logs, signaling data, and call traces to identify root causes of calling issues • Lead technical troubleshooting sessions with customers • Maintain strong communication throughout investigations • Collaborate with Engineering and Product teams to diagnose platform-level issues • Train frontline support teams on voice-quality troubleshooting and escalation best practices • Monitor support trends and identify recurring voice-quality issues