Product Support Specialist

Provides technical customer support for Pigment, diagnosing and resolving product issues, educating users, monitoring workspace health, and partnering with engineering and product teams. The role requires professional English and French, customer-service expertise, and experience in application or SaaS support, FP&A, or modeling.

About the job

Responsibilities

Serve as the primary point of contact for customers seeking help.
Diagnose, replicate, and resolve product issues in collaboration with engineering.
Educate customers and identify gaps to improve their use of Pigment.
Establish processes with cross-functional partners and identify efficiencies.
Represent the voice of the customer to the Product team.
Provide an excellent customer experience and contribute to the support team.
Monitor customer health, manage customer workspaces, and resolve issues proactively.
Continue developing product knowledge and professional skills through structured training and development pathways.

Requirements

Hands-on, proactive, and accountable approach.
Excellent written and interpersonal communication skills.
General technical knowledge and ability to learn new software.
Ability to communicate issues and updates clearly.
Independence, empathy, and strong customer-service orientation.
Strong project-management skills and ability to deliver on time.
Comfortable working in a global, fast-paced international team.
Experience as an application support specialist, in technical SaaS support, or in Financial Planning & Analysis (FP&A) or modeling.
Professional proficiency in English and French.
Ability to work from the London or Paris office at least three days per week.

Nice-to-haves

Knowledge of spreadsheets or business planning.
Exposure to HTML, CSS, SQL, APIs, or data integrations.
A financial qualification, such as payroll, accounting, financial risk management, or pensions.
An additional language.