• Lead a global team of Technical Support Engineers and Managers handling advanced troubleshooting across cloud environments (AWS, Azure, GCP), APIs, data pipelines, and enterprise integrations • Serve as the highest-level escalation point for complex technical cases • Drive root-cause analysis (RCA) for critical incidents and systemic product issues • Establish technical standards for case handling, diagnostics, and escalation workflows • Ensure team enablement through lab environments, sandbox systems, and reproducible test cases • Lead internal technical reviews of recurring issues to surface architectural or product improvements • Act as the primary bridge between Support and Engineering - participating in bug triage and sprint planning as the voice of customer impact • Identify patterns across cases and proactively escalate product gaps before they become customer-facing incidents • Collaborate with Product and Technical Writing to improve documentation and self-service resources, reducing avoidable ticket volume • Build and optimize processes that measurably improve time-to-diagnosis and time-to-resolution • Define, track, and report on Support KPIs: CSAT, CES, MTTR, FRT, FCR, and escalation rate • Implement structured RCA and post-incident review processes • Oversee technical training programs that raise team capability in debugging, scripting, and systems analysis - including regular "bug-a-thon" sessions focused on systemic issue reduction • Recruit, mentor, and develop highly technical support engineers and managers across multiple regions • Build technical career ladders within Support (e.g., Tier 3 Engineer, Escalation Engineer, Product Liaison) • Foster a culture of ownership, analytical rigor, and proactive problem-solving over reactive ticket handling

• Work closely with customers to guide them through the onboarding process for products like Safer and Thorn Detect, helping them understand setup and troubleshoot common technical issues. • Provide timely, thoughtful support to users with varying technical backgrounds, managing the day-to-day customer experience and escalating issues or feedback to Product, Engineering, or Account Managers when appropriate. • Operate as a technical advocate for customers by clearly communicating their needs, questions, and constraints to internal teams, while balancing customer expectations with technical realities. • Collaborate with Product, Engineering, Data Science, UX, Account Managers, and Sales to support a cohesive experience for prospects and customers from onboarding, support, and ongoing product use. • Use support tooling such as ticketing systems, Slack, Zoom, and email to track requests, document resolutions, and ensure clear communication and timely follow-through internally and externally. • Contribute to internal and customer-facing documentation by helping keep onboarding materials, support guides, and best practices accurate and up to date. • On-Call Participation: This role may participate in an on-call rotation and respond to critical issues outside of regular business hours. Availability during evenings, nights, weekends, and holidays may be required to ensure continuity of service and support.

Role Description We're looking for a Technical Product Customer Support Specialist to help users navigate a financial SaaS platform. You will manage support operations independently during your shift, handling incoming tickets and live chat inquiries via Intercom, building efficiency systems, and ensuring nothing falls through the cracks between shifts. This is a solo shift role. You will be the only support person on during your hours, operating in an asynchronous environment where stakeholder responses may take time. You need to be comfortable owning the support queue independently, making good judgment calls on escalation, and keeping the customer experience consistent without real-time backup. If you are technically capable, highly organized, and take pride in resolving issues thoroughly rather than just closing tickets, this role is a strong fit. Qualifications - 2 to 3 years of experience in customer support for a fintech, SaaS, or developer tool - Strong written English with the ability to explain complex workflows in simple terms - Comfortable using support platforms such as Intercom, Zendesk, or similar tools - Tech-savvy with the ability to pick up internal tools quickly and troubleshoot without hand-holding - Able to work independently during a solo shift with no immediate team support available - Strong prioritization and ownership mindset with the ability to manage support flow under delayed-response conditions - Reliable and organized with the ability to manage multiple chats simultaneously without dropping the ball Requirements - Handle incoming support tickets and live chat inquiries via Intercom, ensuring timely and accurate responses throughout your shift - Provide real-time chat support while maintaining consistent coverage from start to end of shift - Flag and escalate urgent or high-priority tickets to the Customer Support Manager when needed - Coordinate with the morning shift teammate to ensure smooth handoffs and continuity of unresolved tickets across shifts - Build and maintain macros for frequently asked questions to improve response speed and consistency - Contribute to the development of SOPs, workflows, and internal documentation - Consolidate recurring questions and surface patterns to the co-founder or manager through structured syncs rather than ad-hoc messaging - Navigate custom dashboards and internal tools built on Retool to verify user data, transactions, and platform activity - Assist users with issues related to onboarding, KYC, payouts, and integrations - Maintain accurate documentation of support activity and resolution steps - Support onboarding efforts for new customers as needed - Assist in training new support hires when required Benefits - You will be paid in USD (bi-monthly: every 15th and 30th) - Paid Time Off in accordance with company policy - Observance of US Holidays per company guidelines - 100% remote setup so you can work wherever you're most productive - This role works Monday to Friday, 12:00 PM to 8:00 PM US Eastern Time - Work on an innovative product at the intersection of fintech and automation - Hands-on experience with internal tools and real customer workflows How to Apply Please include: - Your updated resume - A short Loom video (1 to 2 minutes) describing your experience with chat-based customer support and walking through how you handle a technical issue you could not immediately resolve Only candidates who submit a Loom video will be moved to the next step of the hiring process. 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 - 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.

• Troubleshoot complex issues and determine if an escalation to engineering is needed • Identify severity/impact of reported issues and further escalate as necessary • Work directly with the engineering team via Zoom call for critical issues • Troubleshoot and resolve integration issues with third-party systems • On-call rotation for after-hours support • Communicate directly with customers via Zendesk and Zoom • Document troubleshooting steps and escalate with detail • Become an expert on Legion product configurations • Support technical issues across iOS, Android, and Windows systems • Create knowledge base documentation for common issues • Identify support trends and provide feedback to Engineering