Support Specialist

Role overview Help customers use a software platform for financial crime compliance, handling questions that range from everyday product guidance to API integration problems. You’ll own customer issues through resolution, coordinate with technical and customer-facing teams, and improve support processes as you deepen your product and technical knowledge.

Responsibilities - Respond to product, regulatory workflow, and integration questions, diagnosing and reproducing technical issues where possible. - Keep customers informed throughout investigations and coordinate with engineering, technical support, and other teams to reach a resolution. - Manage issues from ticket creation through escalation and closure, looking for ways to make the support process smoother. - Build familiarity with the platform and expand technical support capabilities, including in areas such as APIs and SQL. - Use technology, including AI tools, to improve support efficiency.

Requirements - Strong technical troubleshooting skills, including the ability to investigate, reproduce, and escalate bugs. - A persistent, customer-focused approach to owning problems through resolution. - Ability to learn new products, tools, and workflows quickly. - Clear, professional communication and the ability to build rapport with customers. - Collaborative working style, including coordination with engineering, product, and customer success colleagues. - Availability to work East Coast hours and support customers internationally.

Nice to have - Experience with APIs, SQL, or programming languages. - Familiarity with Workato or other integration-platform-as-a-service tools.

Benefits and work setup - US-based, remote-first work with flexible hours. - Cash compensation and equity, plus health, dental, and vision coverage and a 401(k) plan.