[Hiring] Product Support & Implementation Specialist @Jigsaw Tech

Role Description

When a lawyer, accountant or finance team hits a problem with Jigsaw, you're the person who fixes it. When a new client signs, you're the person who gets their data in. About 80% of your time is live support: fast, reactive and varied, with replies measured in minutes. The rest is implementation work and helping the wider team.

Please note: This is a remote, US-based role with West Coast hours preferred, as you'll need to overlap with our Sydney-based team each day (2–6pm Pacific Time, depending on the time of year).

You'll focus on:

• Resolving support queries by email, often moving to a live Teams call, usually with senior people under time pressure.
• Troubleshooting across the whole stack: browser, network, SSO and Azure, data formats, and our app.
• Running data implementations: take a client's messy spreadsheets and legacy PowerPoint or PDF charts, use AI tooling to transform and merge them into one master data set in Jigsaw, then break it back out into views that answer real questions. The output has to be accurate and it has to look excellent.
• Using AI tools every day to transform data, investigate issues and build small tools that save you time.
• Training users, walking clients through their implementations and, as you grow, joining technical presale calls.
• Advising Product and Engineering what clients are running into, and showing rather than telling: when a client asks whether something is possible, use AI tools to build a rough working version of the solution, clearly labelled as a prototype.

Qualifications

• Prior experience in a technical, client facing role ideally working with a Product for a SaaS company.
• Phenomenal Communicator - clear, concise, and empathetic, creating exceptional experiences for clients.
• Problem-solver, thriving in diving into complex issues, identifying patterns, and finding root causes.
• Technical aptitude, with strong capabilities in Excel and data; SQL, Python and scripting are great to have, but not mandatory.
• Organised & methodical, keeping calm under pressure and thriving in fast-paced settings managing multiple tasks simultaneously.
• A relentless service mindset, loving helping people, anticipating needs and delivering world-class experiences.
• A hunger for growth, wanting to build a scale-up from the inside and welcoming challenges.

Requirements

• Ability to thrive in fast-paced environments.
• Love for solving problems and working across multiple teams.
• Desire for exposure to both customer-facing work and technical product development.