Senior Product Support Specialist

Summary

Join Pigment, a rapidly growing SaaS company, and become a key member of our support team. As a product expert, you will help customers utilize our AI-powered platform, troubleshoot issues, and reproduce bugs. You will act as a player-coach for junior team members, guiding them on complex cases and owning support tickets from start to finish. You will collaborate with product managers and contribute to process improvements. After your probationary period, you will participate in a rotating on-call schedule for priority tickets. Pigment offers a competitive compensation package, excellent benefits, and a collaborative work environment.

Requirements

• Have 4+ 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
• Have a “can-do” attitude: you’re hands-on and a go-getter
• Have excellent written and interpersonal skills
• Have general technical know-how and an affinity for learning new software. You proactively communicate issues and FYIs so the team stays informed
• Would describe yourself as independent, empathetic, and accountable
• 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
• Speak English to a professional proficiency

Responsibilities

• 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
• Be a true product expert who’s technically savvy to conduct investigations and an essential resource for your colleagues and customers
• Have a good technical understanding of our infrastructure, and give recommendations on ensuring customers have the best platform experience
• Act as a player-coach to junior team members, guiding them on complex cases
• Own Support tickets from creation to closure
• Replicate and escalate bugs to Engineering/R&D Team
• Collaborate with Product Managers on feature requests, advocating for our customers and partners
• Lead on improving our processes and product, such as by transmitting customer feedback, suggesting efficiency improvements
• Following your probation, this position will require you to 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
• The best health insurance with Alan Blue entirely free for you and your family
• Weekly Lunch and Lunch vouchers (Swile card) to cover your lunch breaks with total flexibility
• Subscription to Egym Wellpass (ex-Gymlib) for full access to gyms, studios, and wellness spaces across France
• 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