Support Engineer - AI-Driven (US Timezone)

Support Engineer role supporting a fintech SaaS platform with a focus on client communication, problem-solving, and leveraging AI tools to improve workflows.

Location: Remote (Americas)

Responsibilities

• Respond to client emails in 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

Additional Information

• Background in fintech, finance, or transaction/deal workflows is a big plus
• Experience in SaaS technical support or client-facing technical roles is a big plus
• Based in the Americas (US timezone overlap preferred)