Senior Technical Product Support Specialist

United States Digital Space LLC; New York, San Francisco (NY, CA); On-site; USD 95,000 - 150,000; Full time

Job summary

Bridge is building a new payments platform with stablecoins, and we are expanding our Product Support team. The role involves owning complex technical user issues, coordinating with Engineering and Product, and driving scale in support operations.

You will leverage SQL and APIs to analyze data, inform decisions, and propose solutions that improve user experiences while documenting processes for self-service support.

Qualifications

• 5+ years in a customer-facing product support role focusing on technical issues.
• Proficiency in SQL for data analysis and querying.
• Experience working with APIs.
• Strong problem-solving skills with the ability to diagnose complex issues.
• Proven stakeholder management to influence cross-functional teams.
• Experience in project management, optimizing processes and workflows.

Responsibilities

• Analyze and troubleshoot complex technical issues through direct user interaction, using SQL to extract and interpret data alongside API documentation.
• Develop product and platform expertise, working with Engineering, Product, and Operations to diagnose and resolve user issues.
• Optimize and scale support processes to enhance efficiency and user experience.
• Lead continuous improvement initiatives to improve CSAT, contact rate, and SLAs.
• Create and refine self-service documentation to reduce reliance on support teams.
• Partner with Product and Engineering to advocate for platform improvements based on user feedback.
• Lead cross-functional projects to identify inefficiencies and implement long-term solutions.

Skills

SQL

APIs

Troubleshooting

Stakeholder mgmt

Project management

Data analysis

Customer-facing

Job description

Bridge is building a new payments platform with stablecoins, and we are expanding our Product Support team. The role involves owning complex technical user issues, coordinating with Engineering and Product, and driving scale in support operations.

You will leverage SQL and APIs to analyze data, inform decisions, and propose solutions that improve user experiences while documenting processes for self-service support.