Customer Support- Accounting Product

Puzzle.io; Canada; On-site; CAD 50,000 - 70,000; Full time

Job summary

A progressive tech firm is seeking a Customer Support Specialist to enhance user experiences and ensure high service quality. The ideal candidate has over 4 years of experience in technical support within SaaS environments. This fully remote role invites applicants from Canada as the company aims to empower entrepreneurs with innovative financial tools and insights.

Benefits

Competitive base pay

100% paid employee health, dental, and vision plans

10 observed holidays and flexible PTO

$1000 home office budget

$2400 co-working budget

$600 learning and development budget

401K plan

Qualifications

• 4+ years of experience in a technical/customer support role in a SaaS or software environment.
• Comfortable analyzing logs and investigating performance issues.
• Accounting/Bookkeeping experience highly preferred.

Responsibilities

• Develop deep expertise in the Puzzle platform to provide guidance.
• Offer guidance directly to customers on troubleshooting steps.
• Identify and prioritize customer issues based on urgency.
• Create detailed, reproducible bug reports for engineers.
• Test new features before release to catch issues early.
• Serve as the bridge between Customer Success and Engineering.

Skills

Strong problem-solving skills

Excellent communication skills

Ability to translate technical details

Experience with tools like Zendesk and Intercom

Tools

Zendesk

Intercom

Linear

Datadog

Retool

Job description

At Puzzle, we're not just building accounting software- we're fundamentally reimagining it. Our cutting-edge platform seamlessly integrates with modern fintech tools, offering founders and finance teams a real-time and comprehensive view of their financial landscape like never before. We are on a mission to empower entrepreneurs with the insights and tools they need to make informed financial decisions and drive the success of their ventures.

What We're Looking For

As a Customer Support Specialist, you'll be on the front lines ensuring Puzzle delivers a seamless, high-quality experience for our customers. You'll work closely with Customer Success, Engineering, and Product to triage technical issues, identify and investigate critical bugs, and help maintain the high reliability and performance our users expect. This is your opportunity to join a well-funded startup led by accomplished founders. Join us remotely from anywhere in the US or Canada.

What You'll Do

• 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.

Who You Are

• 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

What's in it for you?

Join Puzzle Financial at a pivotal growth stage where you'll help redefine and reimagine how companies handle their financials while building your career in a flexible, remote-first environment. You'll have the opportunity to make a significant impact, work with innovative founders, and develop valuable expertise at the intersection of modern accounting and fintech.

• 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

*Visa Sponsorship Notice: Puzzle does not provide visa sponsorship for new hires at this time. We can only consider candidates who are legally authorized to work in the U.S. or Canada without requiring new visa sponsorship or transfer of an existing visa.

Puzzle is an equal opportunity and affirmative action employer. We welcome and encourage diversity in the workplace regardless of gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other characteristics protected by law.

Candidates should be currently residing in the U.S. or Canada to be eligible for this position. If hired, you will be required to present proof of work authorization. This employer is a participant of the E-Verify program.