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Posted: 10/17/2026Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in troubleshooting complex product issues while providing exceptional technical support and maintaining strong customer relationships. Proficient in translating customer feedback into actionable product improvements and collaborating effectively across teams.
Highest-signal resume keywords
Customer-Facing Support ExperienceSaaS KnowledgeAPI UnderstandingStrong OwnershipCompliance Knowledge
Tech Stack
Tools & technologiesAbout the role
Key responsibilities & impact- Investigate, qualify, and troubleshoot product issues
- Provide expert technical and product support
- Maintain deep platform knowledge, demonstrate key functions, and advise on best practices
- Document solutions and contribute to the knowledge base
- Manage customer expectations and retention by anticipating risks and addressing issues early
- Own escalated issues and drive them to swift resolution with clear, timely communication
- Build cross-functional relationships to resolve complex cases and meet customer SLAs
- Identify patterns in support requests and recommend product or process improvements
- Translate customer requirements, feedback, and priorities into delivery actions and product inputs
- Improve tools, processes, and documentation with the team
- Work with Support, Product, Engineering, and Customer Success teams
- Report to the Customer Support Manager (US)
Requirements
What you’ll need- Some experience in a customer-facing support role, preferably Enterprise; SaaS experience is a bonus
- Background supporting complex systems and applications
- Ability to explain technical details in a friendly, professional way
- Previous experience or knowledge of APIs
- Ability to build collaborative relationships across teams
- Strong ownership and commitment to excellent customer service
- Organized, accurate, deadline-focused, and able to deliver work on time
- Confidence presenting complex problems or unwelcome messages to clients and stakeholders
- Comfort working in a fast-paced, rapidly changing environment
- Ability to work a US-aligned night shift covering the Mountain time zone
- Previous experience or knowledge of compliance is nice to have
- Background in FinTech, SaaS, or regulatory/financial services is nice to have
Benefits
Comp & perks- Career and personal/professional development opportunities from day one
- Growth opportunities and increasing responsibility as expertise develops
- Meaningful work helping financial institutions navigate regulatory change
- Expert-level exposure to a complex regulatory intelligence platform
- Collaborative global team environment
- Opportunity to influence product and process improvements
- Equal opportunity and inclusive workplace
- Hybrid work arrangement
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
TroubleshootingTechnical SupportDocumentationProduct ImprovementComplex Systems Support
Soft Skills
CommunicationCollaborationOrganizational SkillsCustomer Service CommitmentProblem-Solving
Industry Keywords
FinTechRegulatory ServicesFinancial ServicesEnterprise SupportCustomer Success