Customer Support Engineer (Fintech)

TL;DR

Customer Support Engineer (Fintech): Providing specialized technical and product support for a cloud-based payables automation platform with an accent on managing complex customer escalations and cross-functional resolution. Focus on troubleshooting integration and data sync issues, leveraging AI tools for efficiency, and advocating for product improvements.

Location: Hybrid in Tbilisi, Georgia

Company

A well-funded fintech unicorn operating a cloud-based global payables automation platform that streamlines supplier payments and AP operations.

What you will do

• Deliver world-class technical support to customers to ensure post-sales success.
• Manage specialized technical and product issues, including high-level customer escalations.
• Coordinate cross-functional efforts with Customer Success, Product, and Engineering teams to resolve complex bugs.
• Act as a customer advocate by surfacing feedback to help shape the product roadmap.
• Contribute to knowledge base articles to support team scalability and self-service.

Requirements

• 2+ years of hands-on technical support experience at a SaaS company.
• Experience managing multiple tickets simultaneously via email, live chat, and phone while maintaining high CSAT.
• Experience troubleshooting integration, data sync, and application-related issues.
• Proficiency with ticketing systems such as Zendesk or similar platforms.
• Must be based in Tbilisi, Georgia for hybrid work.
• Availability to work Midshift (starting between 11 am and 2 pm Georgian time).

Nice to have

• Experience with NetSuite, QuickBooks, or other ERP systems and knowledge of accounting.
• Background in payment systems or previous experience within a Fintech company.
• Familiarity with HTML, API calls, or basic scripting.

Culture & Benefits

• Opportunity to join a high-growth fintech unicorn "rocketship".
• Flexible mid-shift working hours (Mon-Fri).
• Collaborative environment with focus on continuous learning and a growth mindset.