Support Engineer - AI-Driven (US Timezone)

Tangible; Greater London; On-site; Confidential; Full time

Job summary

A growing fintech company is seeking a smart Support Engineer to enhance client communication and resolve issues for their SaaS platform. The role requires excellent written English, logical problem-solving abilities, and familiarity with Jira. The engineer will operate in the US timezone, managing client interactions and working closely with the engineering team to improve workflows. This position offers an exciting opportunity to work at the intersection of technology and finance, providing important liquidity solutions.

Qualifications

• Must be comfortable handling professional client communication.
• Able to work in the US timezone for better client support.
• Familiarity with structured support processes in tech environments.

Responsibilities

• Respond to client emails in clear, professional English.
• Log bugs and change requests using Jira.
• Identify and document issues related to user error and configurations.
• Utilize AI tools to enhance communication clarity.

Skills

Excellent written English

Strong logical thinking

Experience with Jira Service Management

Ability to distinguish between bugs and configurations

Familiarity with SaaS platforms

Tools

Jira Software

Job description

Tangible is a fast-growing, tech-driven platform providing liquidity solutions to LPs and GPs in the private-markets secondaries space. By combining deep sector expertise with modern infrastructure, we unlock liquidity across private equity, private credit, and real assets, transforming the way secondary transactions are executed.

We are looking for a smart, AI-native Support Engineer who operates at the intersection of product knowledge, client communication, and intelligent problem-solving. This role focuses on supporting a fintech SaaS platform while leveraging AI tools to improve response quality, efficiency, and internal workflows.

You will work in the US timezone and act as the bridge between clients and the engineering team.

Tasks

• Respond to client emails in clear, professional English (AI-assisted but human-reviewed)
• Use Jira Service Management and Jira Software to log bugs, change requests, and technical clarifications
• Develop strong contextual awareness of platform workflows, data flows, and business logic
• Identify whether an issue is user error, configuration issue, data problem, or system defect
• Execute basic corrective actions when possible (data validation, configuration checks, structured guidance)
• Escalate structured, well-documented tickets to the development team when required
• Raise change requests based on recurring client feedback
• Detect potential bugs, inconsistencies, or edge cases from client reports
• Use AI tools responsibly to enhance communication clarity, documentation quality, and issue analysis

Requirements

• Excellent written English (must be comfortable handling professional client communication)
• Comfortable working in the US timezone
• Strong logical thinking and ability to understand complex workflows
• Experience using Jira Service Management and Jira Software
• Ability to distinguish between bugs, feature gaps, and configuration errors
• Familiarity with SaaS platforms and structured support processes
• Comfortable using AI tools to improve productivity and clarity

Big Plus

• Background in fintech, finance, or transaction/deal workflows
• Experience in SaaS technical support or client-facing technical roles
• Based in the Americas (US timezone overlap preferred)