Technical Product Support

Position Overview

Location: New York (USA). Spade is a fast growing, Series A company that processes billions of financial transactions each day by transforming raw, messy transaction data into clean, structured records with exceptional speed and accuracy. Our API supports leading customers like Stripe, FIS, and many more, and we are passionate about diversity, autonomy, and creating a culture where every individual can take ownership. As a Technical Product Support Specialist, you will be the first line of defense for customer technical issues, bridging the gap between customers and our internal teams.

Key Responsibilities

• Serve as the primary technical support contact for customers, triaging and resolving tickets while escalating complex issues to Engineering and Data teams as needed.
• Create and refine product rules to address customer issues and drive incremental improvements, working both independently and with contractor resources.
• Monitor product performance using Hex, SQL, and internal dashboards, identifying trends and surfacing insights to Data, Product, and Engineering teams for larger improvements.
• Partner with Account Management and Solutions Engineering teams to ensure they have the metrics, performance data, and context needed to manage customer relationships effectively.
• Document troubleshooting processes and resolutions to build institutional knowledge.

Required Qualifications

• 2+ years in a customer support role, supporting a technical product.
• Strong customer service orientation with excellent written and verbal communication skills.
• Ability to triage, prioritize, and solve technical problems independently.
• Proficiency with SQL, Excel/Sheets, and data analysis.
• Detail-oriented, process-driven approach with a strong eagerness to improve systems and workflows.

Preferred Qualifications

• Experience working in high growth startups.
• Familiarity with BI tools such as Hex, Looker, Tableau, etc.
• Experience with ticketing systems (e.g., Pylon).

Benefits & Perks

• Salary: $90,000 - $100,000 per year
• Compensation: Competitive compensation and equity package
• Benefits: Full medical, dental, and vision benefits for US-based employees; short-term disability insurance; and 401K for retirement planning
• Unlimited PTO and paid parental leave
• Early exercise program with an extended post-termination exercise period
• Hybrid team setup, including a $750 work-from-home setup stipend and a $125 monthly lunch stipend