Hire Overseas is hiring a Technical Product Customer Support Specialist to provide expert support for our SaaS platform. You will be the primary technical contact for finance and operations teams, troubleshooting complex issues, optimizing their workflows, and delivering data-driven insights to improve their experience.
What You'll Do
- Research, troubleshoot, and resolve technical issues via email and live chat.
- Validate and replicate user-reported issues, analyze logs, and identify root causes.
- Communicate clearly and empathetically with customers, offering best practices and solutions.
- Lead live troubleshooting sessions when needed to resolve urgent issues.
- Use SQL queries and monitoring tools like Sentry, Splunk, and Papertrail to investigate issues.
- Provide actionable insights from data analysis to support troubleshooting and platform improvements.
- Document findings and contribute to building a stronger knowledge base.
- Advocate for customers internally by collaborating with Engineering, Product, and Customer Success teams.
- Support QA testing for new features and bug fixes before release.
- Contribute to self-service resources like FAQs and knowledge base articles.
What We're Looking For
- 3–5+ years of technical support experience in a SaaS environment.
- Strong SQL querying skills.
- Experience with monitoring tools (Sentry, Splunk, Papertrail).
- Background supporting startups (Series A–C) with global customer bases.
- Experience with ticketing systems (Jira or similar).
- Excellent communication skills: empathetic, clear, and professional under pressure.
- Highly organized with strong prioritization and time management skills.
- Adaptable and resourceful in fast-paced, ambiguous environments.
Nice to Have
- Knowledge of finance or accounting practices (or willingness to learn quickly).
- Experience in fintech or supporting finance-related SaaS products.
- Collaborative, positive, and passionate about customer success.
Technical Stack
- SQL
- Sentry
- Splunk
- Papertrail
- Jira
Team & Environment
You will collaborate with global customers and cross-functional teams including Engineering, Product, and Customer Success.
Benefits & Compensation
- Paid in USD with bi-monthly payouts on the 15th and 30th.
- Up to 14 days of Paid Time Off annually, starting Day 1.
- Observance of holidays based on your location.
- 100% remote work from anywhere.
Work Mode
This is a global, fully remote position.
Hire Overseas is a mission-driven fintech company transforming how businesses manage cash flow.
