Product Support Engineer

Description

The product support engineer is the main problem solver for the platform, helping customers by phone, chat and ticket with technical and functional issues.

You identify problems, troubleshoot them, and offer fixes or workarounds, working with other internal teams and guiding users step by step.

You own the customer experience and act as a product expert, not just someone who closes tickets, helping customers get full value from the products.

Responsibilities

• Provide technical and functional help to customers by phone, chat and ticket.
• Respond to customer inquiries within the required time frames set by the support SLAs.
• Troubleshoot and resolve complex issues using your knowledge of the technology stack, past experience, and your own research, needing little help from other resolver groups.
• Stay professional with customers and build a positive relationship in every interaction.
• Help build a knowledge-centered service culture by linking, writing and editing knowledge base content, improving self-service resources and reducing ticket volume.
• Write ticket notes and document activity clearly, concisely and in a way that others, including customers viewing the support portal, can act on.
• Work with Customer Success, Professional Services and other subject matter expert groups to solve broader problems and find proactive improvements, serving as support's point of contact when needed.
• Contribute to scoped team projects and help mentor new hires, interns and junior engineers.

Requirements

• Undergraduate degree or equivalent professional experience in a related role.
• At least 2 years of customer-facing product and/or technical support experience.
• Intermediate experience supporting applications or databases.
• Strong communication skills, with experience supporting customers across live channels such as email, phone and ticketing systems.
• Previous experience supporting a SaaS platform.
• Ability to read system logs and reports and troubleshoot code to resolve issues.
• Familiarity with Zendesk.
• Proven record of meeting timelines and service level agreements.
• Self-motivated and accountable for results.
• Skill at troubleshooting and guiding problem-solving through well-targeted questions.
• High competence in the Microsoft Office Suite.
• Ability to juggle multiple tasks and shifting priorities.
• Strong knowledge of SQL and relational database concepts.
• Familiarity with APIs, authentication methods, JSON and common integration patterns.
• Experience interpreting application logs, API responses, error messages or code-level details to support troubleshooting.
• Familiarity with AI-assisted support tools and a practical understanding of large language models.
• Proficiency in Python or JavaScript to read logs and trace errors.
• Must-haves: an undergraduate degree or equivalent professional experience in a related role, at least 2 years of customer-facing product and/or technical support experience, and intermediate application or database support experience.
• Nice to have: the items above from the preferred qualifications list, such as communication skills across live channels, SaaS support, log and code reading, Zendesk, SLA performance and the other tools listed.

Conditions

Reliable internet access is required for remote work at any time, as the company offers flexible work arrangements.

Occasional public holiday coverage and overtime may be required during peak volume seasons.

Travel is minimal.

Benefits

• The company builds a platform for finance, risk and sustainability teams at large, complex organizations, bringing data together on one secure base so leaders can trust their numbers and act quickly.
• Your work supports executives, boards and regulators, helping organizations handle uncertainty and make decisions that hold up to scrutiny.
• The company is an equal opportunity employer and decides employment without regard to age, gender identity, race, religion, disability status, sexual orientation or any other protected characteristic.
• Reasonable accommodations are available for applicants with disabilities; requests for help with the application can be sent to the talent acquisition team.
• Employees complete security and privacy training suited to their role, in line with company policies and regulatory standards.