Technical Product Customer Support – SaaS Platform

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Hire Overseas

Site WebLinkedInTous les Emplois

1 - 10 employés

Fondée en 2023

🤝 B2B

🎯 Recrutement

☁️ SaaS

B2B • Recruitment • SaaS

Hire Overseas est une agence de recrutement spécialisée dans la mise en relation des entreprises avec des talents d'exception à l'étranger. En se concentrant sur une variété de rôles allant des domaines techniques et de design jusqu'au marketing et au support administratif, Hire Overseas vise à rationaliser les opérations et à accroître la productivité de ses clients tout en offrant des économies significatives. L'entreprise donne la priorité à la qualité en acceptant moins de 1% des candidats à l'échelle mondiale, garantissant ainsi que seuls les candidats exceptionnels sont placés dans divers postes à distance.

Description

• Research, troubleshoot, and resolve technical issues via email and live chat. • Validate and replicate user-reported issues, analyze logs, and identify root causes. • Communicate clearly and empathetically with customers, offering best practices and solutions. • Lead live troubleshooting sessions when needed to resolve urgent issues. • Use SQL queries and monitoring tools (Sentry, Splunk, Papertrail) to investigate issues. • Provide actionable insights from data analysis to support troubleshooting and platform improvements. • Document findings and contribute to building a stronger knowledge base. • Advocate for customers internally by collaborating with Engineering, Product, and Customer Success teams. • Support QA testing for new features and bug fixes before release. • Contribute to self-service resources like FAQs and knowledge base articles.

🎯 Exigences

• 3–5+ years of technical support experience in a SaaS environment. • Strong **SQL querying skills** and experience with monitoring tools (Sentry, Splunk, Papertrail). • Background supporting **startups (Series A–C)** with global customer bases. • Experience with ticketing systems (Jira or similar). • Excellent **communication skills**: empathetic, clear, and professional under pressure. • Highly organized with strong prioritization and time management skills. • Adaptable and resourceful in fast-paced, ambiguous environments. • Knowledge of **finance or accounting practices** (or willingness to learn quickly). • Experience in **fintech** or supporting finance-related SaaS products. • Collaborative, positive, and passionate about customer success.

🏖️ Avantages

• Paid in **USD** (bi-monthly payouts: 15th & 30th) • Up to **14 days of Paid Time Off** annually (starting Day 1) • Observance of **Holidays** (based on your location) • **100% remote** – work from anywhere • Collaborate with global customers and cross-functional teams (Engineering, Product, Success) • Be part of a mission-driven fintech company transforming how businesses manage cash flow