Customer Support Specialist

As a Level 2 Customer Support Specialist, you will deliver timely, accurate, and empathetic assistance to customers using our fintech cloud platform. This role is heavily focused on issue resolution, in‑depth troubleshooting, and maintaining service‑level excellence. You ensure every customer receives high‑quality, consistent support while collaborating closely with the U.S.-based Level 1 Customer Support team and the development and testing teams in India.

Your work directly impacts the usability and reliability of the product for our clients. The work schedule for this role aligns primarily with India daytime hours, with a later start and early evening coverage to support overlap with the U.S. East Coast (approximately 11:00 AM–8:00 PM IST).

What you will need • Excellent troubleshooting skills • Passion for high quality writing • Love of learning • Lots of empathy to the user • Keen eye for detail • Articulation skills second to none What you will learn • Investment management domain • Our product and infrastructure • Monitoring tools such as Grafana and Prometheus • Product management • Using AI What you will do Customer support & case management • Serve as Tier 2 support, handling cases that the U.S.-based Level 1 Customer Support team could not address during U.S. business hours or was unable to resolve • Diagnose and resolve software, data, and configuration issues accurately and within defined SLAs • Own cases end to end, from intake through resolution, with proactive communication and timely follow-up • Escalate complex or highly technical issues to senior support, product, or engineering teams as needed • Maintain clear, detailed case notes and resolution steps in the support system to support transparency and knowledge sharing Service quality & efficiency • Adhere to team SLAs for response and resolution times while maintaining a professional, customer-first tone • Consistently follow documented Standard Operating Procedures (SOPs) for case handling, escalation, data updates, and customer communication and promptly adopt updates to SOPs • Ensure accurate documentation, correct categorization, and compliance with internal controls and data-handling standards • Identify patterns in recurring issues and communicate them to the Customer Success Manager for root-cause analysis • Contribute to process improvement by suggesting updates to support workflows, templates, and escalation paths • Participate in daily stand-ups or queue reviews to maintain alignment with team goals and case volume Cross-functional collaboration • Coordinate with the Level 1 Customer Support Team in the US on data accuracy, process consistency, and ticket routing improvements • Provide clear and concise feedback to Product and Engineering teams about product defects, feature gaps, or usability concerns Customer enablement & documentation • Update and expand internal and customer-facing knowledge base articles based on common support questions • Contribute to the creation of troubleshooting guides, FAQs, and product-specific support content • Share learnings from customer interactions to help train peers and improve collective support quality • Complete 100% of assigned product training, certifications, and release-readiness sessions within defined timelines • Demonstrate ongoing product mastery by improving first-contact resolution rates and reducing avoidable escalations • Evolve the use of AI across the application and in customer issue resolution by testing and refining our AI agents and improving their underlying data sources What you have proven experience in • Associate or bachelor's degree preferred, or equivalent technical support experience • 2–4 years in a customer support or helpdesk environment, ideally within SaaS, fintech, or software services • Managing high-volume caseloads while maintaining accuracy and empathy • Support tools such as Zendesk, HubSpot Service Hub, Jira, or Salesforce Service Cloud What you ideally also have experience in • Investment management • Basic understanding of software troubleshooting, data analysis, or financial technology platforms is a plus • Copilot, Chat GPT or other AI tools