Spade · 1 day ago
Technical Product Support
United States
Full-time
Remote
Entry, Mid Level
$90K/yr - $100K/yr
2+ years expSpade is a fast growing, Series A company focused on transforming financial data into actionable insights. The Technical Product Support Specialist will act as the primary technical support contact for customers, troubleshoot problems, and collaborate with internal teams to enhance product performance and customer satisfaction.
Artificial Intelligence (AI)Developer APIsFinTechMachine Learning
Responsibilities
Serve as the primary technical support contact for customers, triaging and resolving tickets while escalating complex issues to Engineering and Data teams as needed
Create and refine product rules to address customer issues and drive incremental improvements, working both independently and with contractor resources
Monitor product performance using Hex, SQL, and internal dashboards, identifying trends and surfacing insights to Data, Product, and Engineering teams for larger improvements
Partner with Account Management and Solutions Engineering teams to ensure they have the metrics, performance data, and context needed to manage customer relationships effectively
Document troubleshooting processes and resolutions to build institutional knowledge
Qualification
Required
2+ years in a customer support role, supporting a technical product
Strong customer service orientation with excellent written and verbal communication skills
Ability to triage, prioritize, and solve technical problems independently
Proficiency with SQL, Excel/Sheets, and data analysis
Detail-oriented, process-driven approach with eagerness to improve systems and workflows
Preferred
Experience working in high growth startups
Familiarity with BI tools like Hex, Looker, Tableau, etc
Familiarity with ticketing systems (we use Pylon)
Benefits
Competitive compensation and equity package
Full medical, dental, and vision benefits for US-based employees
Short-term disability insurance
Unlimited PTO
Early exercise program and extended post-termination exercise period
401K for retirement planning
Hybrid team, with pet-friendly headquarters in NYC
Paid parental leave
$750 work-from-home setup stipend and $125 monthly lunch stipend
Company
Spade
Spade provides real time transaction enrichment and intelligence to banks and fintech companies to help them build product and unlock AI
11-50 employees
H1B Sponsorship
Spade has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2024 (1)
2023 (1)
2022 (1)
Funding
Current Stage
Early StageTotal Funding
$16.12MKey Investors
Flourish VenturesAndreessen HorowitzGradient
2023-12-06Series A· $10M
2022-05-16Seed· $5M
2021-12-23Pre Seed· $1.12M
Leadership Team
Oban MacTavish
Co-founder, CEO
Company data provided by crunchbase