Support Engineer - AI-Driven (US Timezone)

Tangible; United States; Remoto; MXN 1.115.000 - 1.673.000; Part-time

Descrizione del lavoro

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.

Competenze

• 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.

Mansioni

• 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.

Conoscenze

Excellent written English

US timezone awareness

Strong logical thinking

Familiarity with SaaS platforms

AI-assisted communication

Strumenti

Jira Service Management

Jira Software

Descrizione del lavoro

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)