# Partner Support Specialist

**Company:** [Check](https://hotfix.jobs/companies/check)
**Location:** Remote
**Role:** Support Engineering
**Salary:** $83k – $108k/yr
**Experience:** 4+ years
**Skills:** Payroll, tax, Zendesk, case management, Root Cause Analysis, technical support, written communication, Documentation, standard operating procedures, incident escalation
**Posted:** 2026-08-04

> Supports enterprise payroll partners by investigating complex payroll and tax issues, coordinating cross-functional resolutions, and improving documentation and processes. The role requires 4+ years of partner-facing experience, payroll or fintech expertise, strong investigation skills, and excellent written communication.

## Job Description

## Responsibilities
- Provide exceptional partner support by managing a high volume of requests, primarily through written communication, while meeting or exceeding SLAs.
- Investigate complex payroll and tax problems, trace root causes across systems, and drive issues toward accurate resolution.
- Collaborate with Engineering, Product, Tax, Risk, and other teams to troubleshoot issues, escalate bugs, and unblock partners.
- Identify recurring questions, operational friction points, and product trends; improve documentation, workflows, and product behavior.
- Create and maintain documentation, standard operating procedures, and operational resources.
- Build trusted relationships with partner teams by communicating technical and operational issues clearly, empathetically, and transparently.
- Support enterprise partners through complex payroll scenarios, escalations, and ongoing operational needs.
- Exercise sound judgment when escalating issues and provide stakeholders with the context needed for efficient resolution.

## Requirements
- 4+ years in a client- or partner-facing role supporting customers, partners, or technical products.
- 2+ years at a payroll provider, payroll platform, HR technology company, fintech company, or in a role applying payroll knowledge to customer problems.
- Experience balancing multiple priorities in a fast-paced support or operations environment.
- Strong investigative instincts and curiosity about root causes.
- Exceptional attention to detail and accuracy when solving complex problems.
- Ability to collaborate across technical, operational, and administrative teams.
- Excellent written communication skills, including the ability to explain complex concepts clearly and empathetically.
- Experience with ticketing or case management systems; Zendesk preferred.
- Experience creating or improving internal documentation, SOPs, or operational processes.
- Willingness and availability to attend the annual three-day company offsite each spring.

## Nice to Have
- Experience supporting enterprise, strategic, or high-value customer accounts.

## Compensation and Benefits
- Annual salary range: **$83,300–$108,000**.
- Remote, hybrid, or office-based work options in New York City and San Francisco.
- Opportunities to attend team offsites, events, and hackathons.
- Annual three-day company retreat in the spring.
- In-office employees have access to meals on Tuesdays and Thursdays, plus regular social events.

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**Apply:** https://hotfix.jobs/jobs/353bee02-eed6-4ef0-a6ca-4d15c63a7547
**Canonical:** https://hotfix.jobs/jobs/353bee02-eed6-4ef0-a6ca-4d15c63a7547