Role Description On behalf of FinTech Client #1, SD Solutions is looking for a talented Customer Support Engineer to step onto a fintech unicorn rocketship! - Deliver world-class support to customers and ensure their success post-sales - Provide specialized support on technical and product issues, including managing customer escalations - Lead and coordinate cross-functional efforts to resolve complex customer issues, collaborating with Customer Success, Product, and Engineering teams - Act as a customer advocate by surfacing product feedback to internal stakeholders to help shape the product roadmap - Create and contribute to knowledge base articles to support team scalability and self-service Qualifications - 2+ years of hands-on technical support experience at a SaaS company, with a focus on delivering support through email, live chat, and phone - Proven experience managing multiple tickets simultaneously while maintaining high service quality (CSAT) - AI-forward mindset with experience leveraging AI tools to improve support efficiency and workflows - Experience in troubleshooting integration, data sync, and application-related issues - Strong communication skills — written, verbal, and active listening - Detail-oriented, well-organized, and able to prioritize in a fast-paced environment - Growth mindset with a passion for continuous learning - Strong creative thinking and problem-solving skills - Experience with ticketing systems such as Zendesk or similar platforms Requirements - Working hours: Mon-Fri 12-9 pm Georgian time with a flexibility to work in Midshift, starting between 11 - 2 pm. Benefits - Experience with NetSuite, QuickBooks, or other ERP systems; knowledge of accounting - Experience with payment systems and/or working at a Fintech company - Familiarity with HTML, API calls, or basic scripting Company Description A well-funded fintech unicorn operating a cloud-based global payables automation platform. Enterprises use it to streamline supplier payments, mass payouts, and AP operations across international markets — replacing manual finance processes with automated, audit-ready workflows.

We are looking for a customer-focused and technically skilled Technical Support Representative to join our support team. In this role, you will provide exceptional technical assistance to customers by diagnosing, troubleshooting, and resolving hardware, software, and network-related issues. You will serve as the first point of contact for technical inquiries, ensuring timely issue resolution while delivering an outstanding customer experience. The ideal candidate has strong problem-solving skills, excellent communication abilities, and a passion for helping users resolve technical challenges. Key Responsibilities * Respond to customer inquiries via phone, email, live chat, and ticketing systems in a professional and timely manner. * Diagnose, troubleshoot, and resolve hardware, software, networking, and application-related issues. * Guide customers through step-by-step troubleshooting procedures and provide clear technical instructions. * Install, configure, and maintain software applications, operating systems, and peripheral devices. * Escalate complex technical issues to higher-level support teams when necessary while ensuring proper documentation and follow-up. * Record all customer interactions, troubleshooting steps, and issue resolutions within the ticketing system. * Monitor support tickets to ensure service level agreements (SLAs) are consistently met. * Assist customers with account setup, password resets, system access, and security-related requests. * Collaborate with engineering, product, and quality assurance teams to identify recurring issues and improve product performance. * Create and maintain technical documentation, knowledge base articles, and troubleshooting guides. * Educate customers on product features, best practices, and preventive maintenance. * Stay current with new technologies, software updates, and company products to provide accurate technical support. Required Qualifications * High school diploma or equivalent; Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field is preferred. * Previous experience in technical support, IT help desk, customer service, or a related role is preferred. * Strong understanding of Windows, macOS, Microsoft Office, and common business applications. * Basic knowledge of networking concepts, including TCP/IP, DNS, DHCP, VPNs, and Wi-Fi troubleshooting. * Familiarity with ticketing systems such as ServiceNow, Zendesk, Jira Service Management, or Freshdesk. * Excellent verbal, written, and interpersonal communication skills. * Strong analytical and problem-solving abilities. * Ability to manage multiple priorities in a fast-paced environment while maintaining attention to detail. Preferred Skills * Experience supporting cloud-based applications such as Microsoft 365 or Google Workspace. * Knowledge of Active Directory, remote desktop tools, and user account administration. * Familiarity with cybersecurity best practices and endpoint security solutions. * Certifications such as CompTIA A+, Network+, Security+, Microsoft Certified, or Google IT Support Professional are a plus. * Ability to work independently and collaboratively within a team environment. * Strong customer service mindset with patience and professionalism. What We Offer * Competitive salary and comprehensive benefits package. * Health, dental, and vision insurance. * Paid time off and company holidays. * Retirement savings plan with employer contributions where applicable. * Paid training, certification assistance, and career development opportunities. * Flexible work arrangements, including remote or hybrid options where applicable. * Collaborative team environment with opportunities for advancement. * The opportunity to work with innovative technology while helping customers succeed.

• Provide customer support across multiple channels, including tickets, chat, email, and online meetings. • Collaborate with L2 support teams to identify and implement effective solutions. • Troubleshoot WhatsApp API-related issues and resolve technical problems. • Guide partners and clients in navigating the WhatsApp Business ecosystem. • Communicate with WhatsApp / Meta representatives. • Work closely with onboarding and commercial teams.

• Supporting sales teams by maintaining accurate pipeline and CRM data • Analyzing sales activity, pipeline trends, and performance metrics to identify opportunities • Conducting account and market research to support business development efforts • Preparing reports, dashboards, and presentations for sales leadership • Coordinating meetings and supporting sales engagement activities • Maintaining Salesforce data integrity and ensuring accurate documentation • Assisting with lead tracking, account management, and opportunity progression • Collaborating with Client Partners, Sales Executives, and Business Development Representatives to support strategic initiatives • Monitoring market activity and competitor trends to provide actionable insights • Supporting process improvements, documentation, and standard operating procedures • Assisting with Business Intelligence reporting and ad hoc analytical requests • Providing operational support that enables the sales organization to achieve business objectives