Remote Fintech SaaS Support Engineer (US Timezone)

Tangible; México; Remote; MXN 1,011,000 - 1,770,000; Full time

Job summary

Tangible is seeking an AI-native Support Engineer for a fully remote fintech SaaS platform. You will bridge clients and engineering, using AI tools to improve responses, docs, and issue analysis while operating in the US time zones.

You will log issues in Jira Service Management, triage bugs and configuration problems, and escalate structured tickets with clear context. Strong English and SaaS experience are essential.

Qualifications

• Excellent command of professional client communication.
• Experience with SaaS support processes.
• Ability to classify issues as bugs, configuration errors, or data problems.
• Fintech/transaction workflow experience is a plus.

Responsibilities

• Respond to client emails in clear, professional English (AI-assisted but human-reviewed).
• Log bugs, change requests, and clarifications in Jira.
• 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.

Skills

Excellent written English

US time zone availability

Strong logical thinking

Jira Service Management

Jira Software

AI tooling proficiency

Tools

Jira Software

Jira Service Management

AI assistants/LLMs

Job description

Tangible is seeking an AI-native Support Engineer for a fully remote fintech SaaS platform. You will bridge clients and engineering, using AI tools to improve responses, docs, and issue analysis while operating in the US time zones.

You will log issues in Jira Service Management, triage bugs and configuration problems, and escalate structured tickets with clear context. Strong English and SaaS experience are essential.