• Deliver outstanding customer support via chats, emails and tickets; • Managing troubleshooting processes, handling escalations, and backlog maintenance; • Build strong and lasting customer relationships; • Keep up with evolving tools and technology; • Handle sensitive customer data with care and security; • Apply the latest and greatest customer happiness practices; • Maintain deep understanding of client solutions and meet KPI; • Communicate with other teams.

• Provide technical Level 1–2 support for HR systems, integrations, and HR service management tools. • Investigate and resolve low to moderate complexity issues related to HR workflows, roles and permissions, interfaces, and employee data. • Monitor SLAs and KPIs for HR Technology and Projects, analyze case drivers, root causes and system defects, facilitate operational prioritization. • Monitor and analyse HR solutions roadmap incl new releases and maintain enhancement and change request backlog. • Support users with system navigation, transactions, approvals, and troubleshooting. • Monitor integration errors and coordinate issue resolution with solution architects, other technical teams and vendors. • Perform routine technical system administration and data maintenance activities. • Support testing activities for releases, patches, and enhancements. • Maintain support documentation, knowledge articles, and operational procedures. • Escalate complex issues to solution architects, product owners, or other technical teams when required.

• Serve as the final escalation point for intricate ELD compliance product for post-sales customers. • Own the end-to-end lifecycle of complex product issues, coordinating Possible issues and Jira tickets with R&D to drive timely fixes and clear stakeholder visibility. • Analyze device telemetry and fleet-level patterns using internal tools, translating raw data and logs into clear, actionable technical narratives. • Provide technical support for audits & inspections in collaboration with our Escalations, Product and Legal teams • Drive continuous product improvement by leading post-mortem analyses to identify root causes, systemic issues, key learnings, and actionable trends. • Collaborate with Support and R&D teams to resolve customer issues and escalations, using support trend analysis to develop superior customer solutions. • Lead technical feedback for new products to ensure supportability and ease of customer understanding. • Define success criteria, validation plans, and operational runbooks for new feature launches, ensuring global support team readiness. • Develop or contribute to internal tools to significantly accelerate ticket resolution and trend analysis. • Elevate the organization's technical expertise by providing technical coaching and conducting case reviews for support engineers.

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.