# Technical Customer Support

**Company:** [Spade](https://hotfix.jobs/companies/spade)
**Location:** New York, NY
**Role:** Support Engineering
**Salary:** $85k – $108k/yr
**Experience:** 2+ years
**Skills:** SQL, Excel, Google Sheets, Hex, Looker, Tableau, pylon, Data Analysis
**Posted:** 2026-06-16

> Provides technical customer support by triaging issues, creating product rules, monitoring performance, and documenting resolutions. The role requires at least two years of technical support or customer-facing operations experience, SQL familiarity, and hybrid availability in NYC.

## Job Description

## Responsibilities
- Serve as the first line of technical support for customers, triaging and resolving tickets while escalating complex issues to Engineering and Data teams as needed.
- Create and refine product rules to address customer issues and drive incremental improvements, working independently and with contractor resources.
- Monitor product performance using Hex, SQL, and internal dashboards, identifying trends and surfacing insights to Data, Product, and Engineering teams.
- Document troubleshooting processes and resolutions to build institutional knowledge.

## Requirements
- 2+ years in a technical customer support or customer-facing operations role supporting a technical product.
- Strong customer service orientation with excellent written and verbal communication skills.
- Ability to triage, prioritize, and solve technical problems independently.
- Familiarity with SQL concepts, Excel/Sheets, and data analysis.
- Detail-oriented, process-driven approach with eagerness to improve systems and workflows.
- Based in NYC with ability to work out of the Flatiron office at least 2 days per week.

## Nice to Have
- Experience working in high-growth startups.
- Familiarity with BI tools such as Hex, Looker, or Tableau.
- Familiarity with ticketing systems such as Pylon.

## Compensation and Benefits
- Competitive compensation consisting of salary, equity, and benefits.
- Meaningful equity with early exercise and an extended post-termination options period.
- 100% paid medical, mental, dental, and vision premium option, plus One Medical membership for US-based employees.
- 401(k).
- 12 weeks of fully paid parental leave.
- Unlimited PTO.
- Flexible hybrid culture at the NYC headquarters, with remote opportunities for certain US/Canada roles.
- Work-from-home stipend, company-paid lunches, Citibike membership, and other benefits.

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**Apply:** https://hotfix.jobs/jobs/dd6900c1-2bcb-4739-b248-ec4208438970
**Canonical:** https://hotfix.jobs/jobs/dd6900c1-2bcb-4739-b248-ec4208438970