Remote AI-Driven Support Engineer for Fintech SaaS

Tangible

United States

À distance

MXN 1 115 000 - 1 673 000

Temps partiel

Il y a 35 heures

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Résumé du poste

Tangible is seeking an AI-native Support Engineer for its fintech SaaS platform. This remote role operates in the Americas with US timezone overlap and focuses on bridging clients with the engineering team.

You will use AI tools to improve response quality, documentation, and issue analysis, while handling client communication and ticket triage in Jira. The contract position emphasizes strong technical and communication skills.

Qualifications

Excellent written English and professional client communication.
Comfortable working in the US timezone.
Ability to understand complex SaaS workflows and business logic.
Experience using Jira Service Management and Jira Software.
Ability to differentiate bugs, feature gaps, and configuration errors.
Familiarity with structured support processes for SaaS platforms.
Willingness to use AI tools to improve productivity and clarity.

Responsabilités

Respond to client emails in clear, professional English (AI-assisted but human-reviewed).
Log bugs, change requests, and clarifications in Jira Service Management and Jira Software.
Develop contextual understanding of platform workflows and data flows.
Identify whether issues are user error, configuration issue, data problem, or system defect.
Perform basic corrective actions when possible (data validation, configuration checks).
Escalate well-documented tickets to development when needed.
Raise change requests based on recurring client feedback.
Detect potential bugs or edge cases from client reports.