Product Support Specialist
Product Support Specialist
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Job Description
Finvari is a fast-growing SaaS startup transforming the way construction companies handle payments. Our mission is to eliminate manual repetitive payment tasks empowering construction leaders to focus on building the infrastructure of tomorrow. From field employees to the C-Suite our customer-centric software streamlines processes improves efficiency and drives innovation across the industry.
Were a close-knit experienced team with a track record of building and scaling successful software companiessome of which have even gone public. At Finvari innovation creativity and customer focus are at the heart of what we do. Were looking for team members who share our passion for problem-solving and want to make a direct impact. Our culture is collaborative autonomous and customer-obsessed.
Were seeking a dynamic and technically curious Product Support Specialist to join our team as the bridge between our customers and product development efforts. Youll be the voice of our users ensuring exceptional experiences while helping shape the future of our platform through valuable feedback and insights. This role combines customer advocacy with technical troubleshooting requiring someone who enjoys taking things apart to understand how they work and is passionate about solving complex problems.
Were excited to bring on ambitious folks who are motivated by the opportunity to develop into larger more complex roles on the Customer Success team as our company continues to grow rapidly.
What Youll Do:
Customer Support
Be the first point of contact for customer questions through email and chat
Provide prompt Tier 1 support to address customer questions usage issues technical hiccups account problems and integration challenges
Become a product expert in our software payments card types and construction use cases to support customers and guide them on best practices
Troubleshoot tier 1 integration-related issues by reading documentation building test scenarios and identifying reproducible steps
Escalate complex issues while maintaining ownership and communication with affected users
Product Advocacy & Analysis
Document customer insights bugs feature requests and user pain points with detailed technical context for product and engineering teams
Develop advanced product knowledge to advise customers on optimizing their organizations performance with our platform
Test new customer facing features and provide feedback to product and engineering teams on functionality
Knowledge Management & Process Improvements
Collect analyze and synthesize customer feedback and data to identify process improvements for Customer Support to improve the customer experience
Proactively identify and fill gaps in internal and customer-facing help documentation
Understand data linkages between systems used by our Customer Support and Sales teams and own improvements to data quality
Communicate effectively with Product Engineering and Customer Success Engineers
Who You Are
You are highly curious resourceful and enthusiastic about helping others solve complex problems. Youre the type of person who likes to take things apart and rebuild them to understand how they work. You enjoy learning new technologies and can communicate technical issues to engineers while speaking clearly to customers. Youre a hungry self-starter who can easily motivate yourself when given projects and while you may never have considered technical support before youre excited by the idea of revolutionizing how companies resolve customer technical needs. Youre collaborative and enjoy working with all kinds of people to find solutions.
Required Qualifications
Bachelors degree plus 2 years of customer support experience preferably in fintech SaaS financial services or a fast moving startup ideally troubleshooting technical issues
Technically savvy with curiosity for how software works as well as comfort with web applications mobile apps and advanced troubleshooting methodologies
Familiarity with SQL for basic data queries and data analysis tools or advanced Excel/Google Sheets skills. Skilled at deriving insights from unstructured data.
Please note: As part of the interview process well conduct a skills assessment using Google Sheets where youll be asked to demonstrate your skill set by analyzing and manipulating unstructured data to answer a series of questions.
Understanding of common data formats (JSON) would be a plus - but were also happy to teach you
Exceptional written and verbal communication skills with ability to explain complex technical
concepts to both technical and non-technical audiences
Experience with tools like Jira Confluence and HubSpot
Empathy curiosity and patience when working with frustrated or confused customers
Strong organizational skills and demonstrated ability to manage multiple priorities in fast-paced environments
Familiarity with ERP systems or B2B software is a plus but not required
Location & Schedule Requirements
Must be in the Greater Seattle area and able to thrive in a hybrid arrangement (in-office one day per week)
Ability to work a sunrise shift (starting 6 am Pacific Time) on a periodic or full-time basis to support East Coast customers
This is an hourly non-exempt role
Compensation Range: $70k-$90k plus equity
Benefits include:
100% premium coverage for employee health insurance premiums and partial coverage for dependents.
Health Savings Account with a company contribution
Flexible Spending Account Options: Health Care and Dependent Care
Dental Vision and Life Insurance
11 paid company holidays plus generous Paid Time Off (PTO) policy
Plus stock options so that you can participate in the companys success!
This is a hybrid role that allows for remote work flexibility. Once a week we get together for in-person team collaboration and a team lunch in our Seattle office.
At this time Finvari is not able to sponsor employment based visas such as H1-B. Candidates must be authorized to work lawfully in the United States.
Finvari is an equal opportunity employer and welcomes applications from all suitably qualified persons regardless of their race sex disability religion/belief sexual orientation or age.
If you wish to communicate with us about any of our job postings please contact
Required Experience:
Unclear Seniority
Employment Type
Full-Time
