Support-Engineering, Technical-Support, Customer-Support Jobs

Location: Fully Remote (ideally in the Americas)
Coordination time: US timezone
Employment Type: Contract

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)

Originally posted on Himalayas

About Zuma

The Role

Why This Could Be Your Dream Role

• You want to work at a company where customers feel your impact every day
• You'll have autonomy to design and implement innovative technical solutions
• Your work will directly impact thousands of apartment communities and millions of renters
• You'll receive significant equity in a venture-backed company with strong traction
• As we scale, your role and influence will grow with the company

Why You Might Want to Think Twice

• This is a demanding role that will often require extended hours and deep commitment
• As a founding team member, you'll need to wear multiple hats and step outside your comfort zone
• You'll need to make thoughtful tradeoffs between innovation and immediate needs
• You'll interact directly with customers to understand their needs and occasionally travel to their offices
• We're a startup - priorities can shift rapidly as we respond to market opportunities and customer needs
• If you're not comfortable getting your hands dirty with legacy code or speaking directly with customers, this isn't the job for you

Responsibilities

• Maintain and help debug Zuma’s internal admin onboarding tool for new customers
• Configure and manage backend feature flags for customers
• Ensure API integrations between Zuma and property management systems (PMS) / CRMs are set up and fully functional
• Keep integration documentation accurate and up-to-date (and improve it for easier adoption)
• Debug existing integration issues when regressions occur
• Investigate and report on basic AI hallucination issues and knowledge base inconsistencies
• Collaborate with engineering to automate repetitive tasks and improve onboarding/support workflows

Skills & Experience

• Basic coding ability (Python or JavaScript) for automation and small improvements
• Familiarity with databases (MongoDB / Postgres)
• Strong understanding of APIs and ability to debug integration issues
• Clear written and verbal communication skills (especially in explaining technical issues to non-technical audiences)
• Attention to detail with a knack for documenting processes clearly and efficiently
• Bonus: Prior experience supporting SaaS or AI-driven platforms

Other Benefits

• Great health insurance, dental, and vision.
• Gym and workspace stipends.
• Computer and workspace enhancements.
• Unlimited PTO.
• Company off-sites with the team.
• Opportunity to play a critical role in building the foundations of the company and Engineering culture.

Originally posted on Himalayas

About Zuma

The Role

Why This Could Be Your Dream Role

• You want to work at a company where customers feel your impact every day
• You'll have autonomy to design and implement innovative technical solutions
• Your work will directly impact thousands of apartment communities and millions of renters
• You'll receive significant equity in a venture-backed company with strong traction
• As we scale, your role and influence will grow with the company

Why You Might Want to Think Twice

• This is a demanding role that will often require extended hours and deep commitment
• As a founding team member, you'll need to wear multiple hats and step outside your comfort zone
• You'll need to make thoughtful tradeoffs between innovation and immediate needs
• You'll interact directly with customers to understand their needs and occasionally travel to their offices
• We're a startup - priorities can shift rapidly as we respond to market opportunities and customer needs
• If you're not comfortable getting your hands dirty with legacy code or speaking directly with customers, this isn't the job for you

Responsibilities

• Maintain and help debug Zuma’s internal admin onboarding tool for new customers
• Configure and manage backend feature flags for customers
• Ensure API integrations between Zuma and property management systems (PMS) / CRMs are set up and fully functional
• Keep integration documentation accurate and up-to-date (and improve it for easier adoption)
• Debug existing integration issues when regressions occur
• Investigate and report on basic AI hallucination issues and knowledge base inconsistencies
• Collaborate with engineering to automate repetitive tasks and improve onboarding/support workflows

Skills & Experience

• Basic coding ability (Python or JavaScript) for automation and small improvements
• Familiarity with databases (MongoDB / Postgres)
• Strong understanding of APIs and ability to debug integration issues
• Clear written and verbal communication skills (especially in explaining technical issues to non-technical audiences)
• Attention to detail with a knack for documenting processes clearly and efficiently
• Bonus: Prior experience supporting SaaS or AI-driven platforms

Other Benefits

• Great health insurance, dental, and vision.
• Gym and workspace stipends.
• Computer and workspace enhancements.
• Unlimited PTO.
• Company off-sites with the team.
• Opportunity to play a critical role in building the foundations of the company and Engineering culture.

Originally posted on Himalayas