# Support Specialist

**Company:** [Zocks](https://hotfix.jobs/companies/zocks)
**Location:** Denver, CO
**Role:** Support Engineering
**Salary:** $70k – $80k/yr
**Experience:** 1+ years
**Skills:** Technical Troubleshooting, API Integrations, Root Cause Analysis, Intercom, Wealthbox, Redtail, Orion, Data Privacy, Data Security, Customer Experience
**Posted:** 2026-08-27

> Supports users of the Zocks AI platform by troubleshooting technical issues, driving feature adoption, and relaying customer feedback to product and engineering. The role requires 1–5 years of client-facing startup experience, API integration familiarity, strong communication, and a security-first approach.

## Job Description

## Responsibilities
- Troubleshoot complex issues with the Zocks AI platform through video, phone, chat, and email.
- Identify opportunities to educate users about undiscovered features and drive platform adoption.
- Communicate user insights and friction points to product and engineering teams.
- Maintain clear, empathetic, and effective verbal and written communication.
- Perform root cause analysis and resolve underlying issues rather than simply closing tickets.
- Provide detailed troubleshooting context and steps when escalating issues.
- Exercise sound judgment in an ambiguous, fast-paced startup environment.
- Handle sensitive personally identifiable information with discretion and a security-first mindset.

## Requirements
- 1–5 years of experience in a client-facing role at a high-growth, early-stage startup.
- Proven ability to troubleshoot technical issues.
- Experience working with API integrations.
- Passion for technology, user experience, and customer-first service.
- Ability to navigate ambiguity and rapid change.
- Strong written and verbal communication skills.
- Commitment to data privacy and security.

## Nice-to-haves
- Experience as a paraplanner or client service associate at a financial institution.
- Familiarity with advisor technology platforms such as Wealthbox, Redtail, or Orion.
- Understanding of financial-services regulatory requirements and compliance-focused environments.
- Experience handling sensitive, confidential, or proprietary information.
- Experience configuring technical product connections and API integrations.
- Experience with Intercom, including workflows, bots, or inbox management.

## Compensation and Logistics
- Base salary: $70,000–$80,000 annually.
- Equity provided.
- Hybrid role, reporting to the Denver office at least 51% of the time.
- First 60 days are fully in-office.
- Monday–Friday shifts: 7:00 a.m.–4:00 p.m. Mountain Time or 9:00 a.m.–6:00 p.m. Mountain Time.
- Background and reference checks are required.

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