Customer Support Specialist – Accounting Product

October 29

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Puzzle 🧩🚀

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Finance • SaaS • Fintech

Puzzle 🧩🚀 is a modern accounting platform designed for the AI era, providing smart accounting solutions for startups, founders, and accounting firms. It offers real-time financial insights, automatic bookkeeping, and tax compliance tools, all integrated with popular financial technologies like Stripe and Brex. Puzzle automates repetitive accounting tasks, enabling users to focus on financial planning and strategic decision-making. By supporting day-one tax compliance and offering an ecosystem of partner services, Puzzle enhances the financial management experience and supports business growth. It is particularly advantageous for startups seeking to streamline financial operations and reduce reliance on traditional software like QuickBooks.

11 - 50 employees

💸 Finance

☁️ SaaS

💳 Fintech

📋 Description

• Become a Puzzle Expert: Develop deep expertise in every aspect of the Puzzle platform - features, workflows, edge case - so you can provide authoritative guidance, uncover root causes quickly, and anticipate customer needs. • Provide Technical Customer Support: Offer guidance directly to customers and customer success managers on troubleshooting steps and best practices. • Lead Technical Issue Triage: Identify, document, and prioritize technical issues from customers and internal teams—distinguishing between “nice-to-have” and “customer-blocking.” • Write Clear, Actionable Bug Reports: Create detailed, reproducible bug reports and gather logs or screenshots that help engineers resolve problems quickly. • Test Pre-Release Features: Test new features before release to catch issues early and keep our platform stable. • Drive Issue Resolution: Serve as the bridge between Customer Success and Engineering, ensuring smooth communication and quick resolution of high-priority incidents. • Continuously Improve Processes: Suggest and refine internal workflows to make issue tracking, escalation, and resolution more efficient.

🎯 Requirements

• 4+ years of experience in a technical/customer support, product specialist, QA, or related role in a SaaS or software environment. • Strong problem-solving skills and an activated curiosity to dig into root causes. • Motivated by nebulous problems, excited to work in a fast-paced startup environment; comfortable with ambiguity. • Ability to translate technical details into clear, concise documentation. • Comfortable analyzing logs, investigating performance issues, or using tools like Zendesk, Intercom, Linear, Datadog, and Retool (or eager to learn). • Excellent communication skills and a collaborative mindset; you enjoy working with engineers, product managers, and customer-facing teams. • Accounting/Bookkeeping experience highly preferred

🏖️ Benefits

• Competitive base pay and meaningful equity • 100% paid employee health, dental, and vision plans (U.S. & Canada vary) • 10 observed holidays and a flexible PTO policy so you can recharge • $1000 home office budget to get you set up for success • $2400 co-working budget for face time with your colleagues • $600 learning and development budget • 401K so you can save for your future • And much more