AI-Driven Support Engineer (US Timezone)
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Job Summary
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)
Key Skills
- Ruby
- Mac Os
- Computer Networking
- Windows
- TCP
- Customer Support
- Linux
- Shell Scripting
- VPN
- Dns
- Technical Support
- Troubleshooting
About Company
Tangible is transforming the way secondary markets work for LPs GPs and wealth managers. We combine technology and deep private markets expertise to bring transparency efficiency and simplicity to secondary transactions. Our products enable more LPs to sell on the secondary market an ... View more
