[Hiring] Support Specialist @Hummingbird

Role Description

We are looking for a Support Specialist, a role that will be at the forefront of helping our customers fight financial crime. In this position, you’ll handle a wide range of technical and functional inquiries, including:

• Fielding and resolving a wide range of support inquiries, from general product usage questions to more technical support for API integration and troubleshooting.
• Owning the communication with customers, keeping them informed and updated while working closely with TSEs, engineering, and other teams to ensure issues are resolved promptly and effectively.
• Expanding your technical skills, eager to deepen your expertise in areas like APIs, SQL, and more, to provide even more effective and advanced support.
• Enhancing support processes by owning the process from ticket creation through escalation and resolution, ensuring a seamless experience for customers and improving overall efficiency.
• Contributing to meaningful work by assisting customers in their efforts to fight financial crime, knowing that your role has a direct impact on protecting businesses and communities.
• Driving efficiency of support processes leveraging technology such as AI.

Qualifications

• Strong technical troubleshooting skills, experience diagnosing, reproducing, and escalating bugs.
• Experience with APIs, SQL, and familiarity with coding languages; Workato or other iPaaS solutions is a plus.
• A problem-solving mentality, motivated to own customer issues from start to finish and finds satisfaction in resolving complex challenges.
• Ability to learn and adapt quickly, thriving in an environment where new tools, technologies, and workflows are constantly evolving.
• A collaborative communicator who enjoys working cross-functionally, engaging with various teams including engineering, product, and customer success to resolve customer issues.
• Professional and articulate, with a talent for building rapport and providing quality customer service, ensuring customers feel heard and supported.
• Ability to work east coast hours and support international customers.

Benefits

• The chance to help build from the ground up.
• Competitive compensation including cash and equity.
• Remote-first (US based), fully distributed company with flexible working hours.
• Awesome health, vision & dental benefits, and 401k.
• Safe, respectful & comfortable work environment with colleagues and leadership who prioritize diversity, equity, inclusion, and belonging.