Support Engineer - AI-Driven (US Timezone)

tangible-marketscom; Ciudad de México; A distancia; MXN 975.000 - 1.706.000; A tiempo parcial

Descripción de la vacante

Tangible is a fast-growing fintech SaaS platform providing liquidity solutions to LPs and GPs. We are seeking an AI-native Support Engineer who works remotely, aligned with the US timezone, and bridging clients with the engineering team.

You will respond to client emails in English, log issues in Jira, and diagnose whether issues are due to user error, configuration, data problems, or system defects. Prior fintech or SaaS support experience is a plus.

Formación

• Excellent written English and professional client communication.
• Comfortable working in the US timezone.
• Strong ability to understand and map 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.

Responsabilidades

• 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.

Conocimientos

Written English

US timezone familiarity

Logical thinking

AI-assisted communication

Analytical thinking

Herramientas

Jira Service Management

Jira Software

Descripción del empleo

Location: Fully Remote (ideally in the Americas)
Coordination time: US timezone
Employment Type: Contract

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)