Support Engineer - AI-Driven (US Timezone)

Tangible Markets; United States; Remote; USD 55,000 - 96,000; Part time

Job summary

Tangible Markets Ltd is seeking an AI-native Support Engineer to join a fintech SaaS platform in a fully remote role, ideally in the Americas. You will bridge clients and the engineering team, handling support tickets with AI-assisted optimization and clear, professional communication.

In US timezone, you will respond to client emails, log issues in Jira, diagnose whether problems are due to data, configuration, or system defects, and escalate when needed to improve documentation and internal

Qualifications

• Excellent written English for professional client communication.
• Experience with SaaS platforms and structured support processes.
• Ability to distinguish between bugs, configuration errors and data issues.

Responsibilities

• Respond to client emails in clear, professional English.
• Log bugs, change requests and clarifications in Jira.
• Understand platform workflows, data flows and business logic.
• Identify whether an issue is user error, configuration issue, data problem, or system defect.
• Perform basic corrective actions where possible.
• Escalate well-documented tickets to engineering when needed.
• Propose change requests based on recurring client feedback.
• Spot potential bugs or edge cases from client reports.
• Use AI tools to enhance communication, docs, and analysis.

Skills

Excellent English

Strong logical thinking

SaaS support experience

Tools

Jira Service Management

Jira Software

Job description

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)