Support Engineer - AI-Driven (US Timezone)

Tangible Markets; Estado de México; A distancia; MXN 1.361.000 - 1.872.000; A tiempo parcial

Descripción de la vacante

A leading fintech company is seeking an AI-native Support Engineer to provide exceptional support for their SaaS platform. This fully remote position requires excellent written English and the ability to work in the US time zone. You'll respond to client inquiries, log issues in Jira, and leverage AI tools to enhance communication and issue resolution. Strong logical thinking and familiarity with complex workflows are essential for success in this role.

Formación

• Excellent written communication with clients.
• Strong ability to understand and navigate complex workflows.
• Comfortable working during US time zone.
• Familiarity with SaaS platforms and structured support processes.
• Experience using Jira Service Management and Jira Software.

Responsabilidades

• Respond to client emails with professionalism.
• Log bugs and requests in Jira platforms.
• Develop awareness of platform workflows.
• Identify and address client issues promptly.
• Escalate complex issues to the development team.
• Utilize AI tools to enhance communication and documentation.
• Detect potential bugs or edge cases from client reports.
• Use AI tools to enhance communication clarity and documentation quality.

Conocimientos

Excellent written English

Strong logical thinking

Experience using Jira Service Management

Ability to distinguish between bugs and configuration errors

Familiarity with SaaS platforms

Comfortable using AI tools

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 time zone 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 time zone
• 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 time zone overlap preferred)