Hire Overseas is hiring a Technical Support Specialist to join our fast-growing fintech startup. In this customer-focused role, you will use your SaaS and data analytics experience to help users troubleshoot technical issues, optimize their workflows, and maximize the value they get from our platform.
What You'll Do
- Research, troubleshoot, and resolve technical issues through email, chat, or live sessions.
- Validate and replicate user-reported bugs, analyze logs, and identify root causes.
- Communicate technical solutions clearly and empathetically to customers.
- Guide users through troubleshooting steps or best practices to resolve issues quickly.
- Use SQL queries and monitoring tools like Sentry, Splunk, or Papertrail to investigate issues.
- Analyze patterns in technical incidents and surface insights for product improvement.
- Document solutions and contribute to internal knowledge bases for self-service support.
- Partner with Engineering, Product, and Customer Success to escalate and resolve complex issues.
- Support QA testing and validation for new releases or bug fixes.
- Advocate for the customer experience by identifying recurring themes and improvement opportunities.
- Contribute to support documentation, internal playbooks, and FAQs.
What We're Looking For
- 3–5+ years of experience in technical support within a SaaS or software environment.
- Strong knowledge of SQL and experience using data or log monitoring tools (Sentry, Splunk, Papertrail).
- Familiarity with ticketing systems such as Jira, Zendesk, or Freshdesk.
- Excellent English communication skills — clear, empathetic, and concise.
- Strong analytical and troubleshooting ability, with attention to detail.
- Organized, self-sufficient, and comfortable working in a fast-paced environment.
Nice to Have
- Background in finance, accounting, or fintech.
- Experience supporting Series A–C startups with international customers.
- Knowledge of API integrations, webhooks, or data pipelines.
- Passion for customer success and building scalable support systems.
Technical Stack
- SQL, Sentry, Splunk, Papertrail, Jira, Zendesk, Freshdesk
Team & Environment
You will collaborate with global customers and cross-functional teams including Engineering, Product, and Customer Success.
Benefits & Compensation
- Paid in USD (bi-monthly: every 15th and 30th).
- Up to 14 days of Paid Time Off annually (starting Day 1).
- Observance of Holidays (based on your location).
- 100% remote setup.
Work Mode
This is a 100% remote position open to global candidates.
Hire Overseas is an equal opportunity employer.
