Product Support Specialist

Summary

Join Pigment, a rapidly growing AI-powered business planning platform, as an Application Support Specialist. You will be a product expert, troubleshooting customer issues, reproducing bugs, and owning support tickets from creation to closure. Responsibilities include improving processes, transmitting customer feedback, and building templates and documentation. You will need 2+ years of experience in application support, technical support in SaaS, or FP&A/modeling. Excellent communication and problem-solving skills are essential. Pigment offers a competitive package, stock options, flexible working hours, remote work, and high-end equipment.

Requirements

• You have 2+ years of experience in one or more of the following: (i) as an application support specialist, (ii) in a technical support role in the SaaS world, (iii) and/or working in a Financial Planning & Analysis (FP&A) or Modeling role
• You have a “can-do” attitude: you’re hands-on and a go-getter
• You have excellent written and interpersonal skills
• You have general technical know-how and an affinity for learning new software. You proactively communicate issues and FYIs so the team stays informed
• You would describe yourself as independent, empathetic, and accountable
• You have strong project management skills and ability to deliver on time
• Comfortable working in a remote, fast-paced environment as part of an international team
• You speak English to a professional proficiency

Responsibilities

• You will help customers derive value from Pigment by being a product expert and problem solver  – be it troubleshooting someone's modeling issues or reproducing a bug they experienced/reported
• You are a true product expert who’s technically savvy to conduct investigations and an essential resource for your colleagues and customers
• You will own Support tickets from Creation to Closure
• You’ll contribute to improving our processes and product, such as by transmitting customer feedback, suggesting efficiency improvements, and so much more
• You take the initiative and love investigating and solving problems to answer questions. This is not basic customer support
• You will strive for scale by building templates, processes and documentation, but know when to go the extra mile for the customer’s experience
• You will work 1-week on-call covers of P1 tickets with additional compensation for the days covered, rotated between the team to a maximum of one week per month

Preferred Qualifications

• Knowing a thing or two about spreadsheets or business planning is beneficial
• You don’t have to be a developer but having dabbled in HTML, CSS, SQL, APIs or Data Integrations would definitely be a big plus
• Any financial qualification would be highly desirable (Payroll, Accounting, Financial Risk Management, Pensions etc)
• An additional European language is also great

Benefits

• Competitive package
• Stock options to ensure you have a stake in Pigment's growth
• Bike2work scheme – save on a new bike and gear while commuting the greener way
• Trust and flexible working hours
• Along with one company offsite every year, we have brand new offices at the heart of major cities including New York, San Francisco, Toronto, Paris, and London
• High-end equipment (based on stock/availability) to do your work in the best conditions
• Remote-friendly environment