Role Description Tangible is looking for a smart, AI-native Support Engineer who operates at the intersection of product knowledge, client communication, and intelligent problem-solving. This role focuses on supporting a fintech SaaS platform while leveraging AI tools to improve response quality, efficiency, and internal workflows. You will work in the US timezone and act as the bridge between clients and the engineering team. - Respond to client emails in clear, professional English (AI-assisted but human-reviewed) - Use Jira Service Management and Jira Software to log bugs, change requests, and technical clarifications - Develop strong contextual awareness of platform workflows, data flows, and business logic - Identify whether an issue is user error, configuration issue, data problem, or system defect - Execute basic corrective actions when possible (data validation, configuration checks, structured guidance) - Escalate structured, well-documented tickets to the development team when required - Raise change requests based on recurring client feedback - Detect potential bugs, inconsistencies, or edge cases from client reports - Use AI tools responsibly to enhance communication clarity, documentation quality, and issue analysis Qualifications - Excellent written English (must be comfortable handling professional client communication) - Comfortable working in the US timezone - Strong logical thinking and ability to understand complex workflows - Experience using Jira Service Management and Jira Software - Ability to distinguish between bugs, feature gaps, and configuration errors - Familiarity with SaaS platforms and structured support processes - Comfortable using AI tools to improve productivity and clarity Requirements - Background in fintech, finance, or transaction/deal workflows (Big Plus) - Experience in SaaS technical support or client-facing technical roles (Big Plus) - Based in the Americas (US timezone overlap preferred) (Big Plus) Company Description Tangible is transforming the way secondary markets work for LPs, GPs, and wealth managers. We combine technology and deep private markets expertise to bring transparency, efficiency, and simplicity to secondary transactions. Our products enable more LPs to sell on the secondary market and empower GPs and wealth managers to create scalable liquidity solutions for their investors.

Role Description Our team works in the heart of the technology team with complete access to the company’s product experts and technical resources. We have a positive work environment and our support representatives typically grow and progress into new roles within the company. Come use our state-of-the-art technology tools and your unique problem-solving skills to help our customers maximize their use of Granicus’ suite of products. - Obtain and retain product knowledge for a wide variety of Granicus products - Assist Leadership team in daily duties including but not limited to: - Phone queue availability - Daily inbound queue monitoring - Case assignments - Provide assistance in case escalations from TS team to management - Assist team members in more difficult cases - Monitor TSR cases as per the Quality Control Process - Own the customer experience as you provide quality product and technical solutions to help customers realize their goals utilizing our products and services - Develop, demonstrate and maintain technical skills to troubleshoot issues, create test scenarios and investigate software issues based on customer product use - Maintain and develop expert product knowledge for various Granicus products - Seamlessly manage customer request tickets to meet Service Level Agreements (SLAs) - Foster teamwork and collaboration across all teams to continually innovate product and enhance efficiency - Contribute to 24/7/365 on-call support - Be part of a fast-growing, positive company that contributes to helping more people live better lives Qualifications - Don’t have all the skills/experience mentioned above? At Granicus, we are trying to build diverse, inclusive teams. - We do not have degree requirements for most of our roles. - If you don’t meet every requirement above but are excited to learn more, we encourage you to apply. Requirements - Responsible for Granicus information security by appropriately preserving the Confidentiality, Integrity, and Availability (CIA) of Granicus information assets in accordance with the company's information security program. - Responsible for ensuring the data privacy of our employees and customers, their data, as well as taking all required privacy training in a timely manner, in accordance with company policies. Benefits - Flexible Time Off – Take the time you need to rest, recharge, and live your life. - Company-Wide Wellbeing Days – Paid days off to unplug and focus on your mental health. - Work From Home Reimbursement – Support a productive home office environment. - Private health, vision, dental and life insurance – 100% Employer-Paid. Comprehensive coverage for you and your family. - On-Demand Mental Health Support – Access to Headspace and other wellness tools. - Pension Plan and Retirement options - Online Learning Platforms – Fuel your professional development. - Competitive Salary & Bonuses – Your contributions are valued and rewarded.

• Act as the first point of contact for customer support, handling ticket triage and routing • Create and manage Workday user accounts, including username and password setup • Assign OSV Service Centers to users and manage account lifecycle (creation, password resets, deactivation) • Generate and analyze OSV reports for auditing customer tenant access • Troubleshoot and resolve Workday Multi-Factor Authentication (MFA) issues • Support internal customer security administration for support and services teams • Follow security policies and standard operating procedures, including login and password communications • Identify and resolve data or configuration issues; investigate trends and anomalies • Suggest and implement improvements to better support customers and internal processes • Collaborate with cross-functional teams to meet customer expectations • Maintain professional communication and adhere to case management guidelines • Participate in team activities and contribute positively to team culture • Complete tasks within agreed timelines, ensuring high-quality, error-free deliverables • Demonstrate adaptability in managing shifting priorities and workloads

• Build and maintain trusted relationships with enterprise customers, delivering world-class front-line support experiences. • Own customer technical issues end-to-end, from initial report through to resolution. • Provide timely, clear progress updates to internal teams and customers throughout the resolution process. • Contribute to the Gainsight community by authoring product how-to guides, technical configuration documentation, best practices, and help centre content. • Review and elevate content created by team members to maintain quality standards. • Create management reports and dashboards on pending technical issues, offering insights into platform quality and stability. • Provide strategic input to inform development infrastructure, technical processes, and the product roadmap. • Proactively manage support activities and escalations for assigned enterprise accounts. • Facilitate and lead effective client meetings focused on support activities and outcomes.