User Support Specialist

Summary

Join Array, a financial innovation platform, as a remote User Support Specialist on our Client Services team. You will directly support clients, troubleshoot issues, and ensure smooth operations of high-traffic websites and mobile applications. This entry-level role offers growth opportunities into advanced support, deployment, or engineering. Gain exposure to product functionality, APIs, and internal tools while collaborating with cross-functional teams. The role involves on-call rotations after training. Array is a remote-first company committed to continuous improvement and experimentation, empowering employees to deliver excellent products. We offer competitive pay and a comprehensive benefits package.

Requirements

• 1 year of experience in a technical support, help desk, or user support role, preferably in a remote setting
• Strong communication skills and a customer-first mindset
• Basic understanding of REST APIs and how they are used
• An eagerness to learn and grow in a fast-paced, startup environment
• A natural inclination to leverage AI tools in your workflow
• Maintain a habit of using AI tools to think, build, and ship faster—it’s your default, not an afterthought

Responsibilities

• Respond to client inquiries and technical issues via email, ticketing systems, and occasional video calls
• Investigate issues by reviewing API logs and user actions, escalating more complex cases to senior team members or engineering
• Document common issues and resolutions in internal knowledge bases and contribute to client-facing FAQs or support articles
• Collaborate with the product and engineering teams to track recurring issues and suggest process improvements
• Maintain up-to-date familiarity with our product offerings to deliver accurate support
• Embrace AI tools to speed up your work—whether drafting replies, analyzing issues, or exploring solutions
• A belief that AI is reshaping work, you instinctively use it to accelerate everything you do

Preferred Qualifications

• Exposure to SQL for reviewing and querying data is a plus
• Familiarity with JavaScript, HTML, or general web technologies is a bonus

Benefits

• Full medical, dental, and vision, premiums covered at 100% for full-time employees and 70% for dependents
• Unlimited PTO and sick leave + 14 company holidays to encourage a healthy work-life blend
• 100% 401k match up to 4% with immediate vesting
• Generous and competitive parental leave for all parents
• $1,000 desk setup subsidy to set-up your unique remote office
• $100/month to subsidize wifi/cell phone expenses
• Summer Fridays (half-day Fridays) typically from late May to the end of August
• AnniversArray Kits for work anniversaries