Technical Customer Support
Provide first-line technical support for a fintech data platform, triaging issues, creating product rules, and monitoring performance with SQL and BI tools. Requires 2+ years technical support experience and NYC location.
Responsibilities
- Serve as 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 both 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 for larger improvements
- 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
Nice to Have
- Experience working in high growth startups
- Familiarity with BI tools like Hex, Looker, Tableau, etc
- Familiarity with ticketing systems (we use Pylon)
Benefits
- Competitive compensation and equity package
- Full medical, dental, and vision benefits for US-based employees
- Life & short-term disability insurance
- Unlimited PTO
- Early exercise program
- Extended post-termination exercise period
- 401K for retirement planning
- Hybrid team, with pet-friendly headquarters in NYC
- Paid parental leave
- Work from home stipend
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