Technical Support Specialist

**About the Role**

We are on a mission to empower the world’s leading companies to accelerate growth in a sustainable, responsible way. Our technology helps businesses better manage their financial performance, allowing them to shift from short-term survival tactics to long-term strategic growth that benefits people, partners, and the planet.

One of the most challenging yet essential aspects of financial management is cash flow. Our platform simplifies and optimizes cash flow performance, providing actionable insights and intuitive tools for finance teams. Every year, billions of dollars in B2B transactions flow through our platform, saving finance teams thousands of hours while helping them plan confidently for the future.

We are a recognized leader in the financial technology space, with our Accounts Receivable Automation platform earning accolades from industry analysts and customers alike. We work with some of the world’s most innovative companies and are backed by leading investors and seasoned finance executives.

**Position Overview**

We are looking for a detail-oriented, self-motivated **Customer Technical Support Specialist** to join our team. In this role, you’ll collaborate closely with internal teams and customers to provide exceptional technical support and contribute to a seamless customer experience. You will serve as a key partner to our customers, helping them troubleshoot issues, optimize their workflows, and unlock the full value of our platform.

You will be responsible for handling customer inquiries, escalating technical issues, and ensuring clear communication between customers and internal teams such as Engineering, Product, and Customer Success. Additionally, you will play a key role in identifying documentation needs and conducting quality assurance activities to continuously improve the customer experience.

**Key Responsibilities**

- Research, troubleshoot, and resolve end-user technical issues via email and live chat, ensuring timely follow-up and resolution.
- Validate and investigate user-reported issues by replicating steps, analyzing logs, and identifying root causes, while effectively documenting findings.
- Communicate clearly and empathetically with customers, offering best practices, creative solutions, and technical guidance.
- Conduct live sessions with customers when necessary to walk them through solutions, de-escalate issues, and improve their workflow experience.
- Advocate for customers internally by collaborating with cross-functional teams to resolve issues and improve platform functionality.
- Prioritize, track, and manage customer requests to ensure a high level of customer satisfaction.
- Contribute to building self-service resources, including FAQs, Tips & Tricks, and knowledge base articles.
- Perform quality assurance testing on new features and bug fixes prior to release.

**Qualifications**

- 3-5 years of technical support experience within a SaaS environment.
- 1-3 years of experience working in a remote setting.
- Previous experience supporting a Series A-C startup with a global customer base.
- Familiarity with support ticketing systems such as Jira.
- Experience using performance monitoring tools (e.g., Sentry, Splunk, Papertrail) and writing SQL queries for large datasets.
- Strong independent problem-solving skills with the ability to triage, diagnose, and resolve technical issues with limited information.
- Excellent written and verbal communication skills, with a focus on active listening and managing difficult conversations professionally.
- Ability to handle multiple priorities while maintaining strong organizational, time management, and project management skills.
- Flexibility and adaptability in fast-paced, ambiguous environments, using critical thinking to analyze data and implement solutions.

**Preferred Qualifications**

- Basic understanding of finance and accounting practices, or willingness to learn quickly.
- Ability to approach problem-solving holistically, considering the impact on all stakeholders.
- A collaborative mindset, positive attitude, and a passion for continuous learning.