Product Support Specialist -Denver

We are hiring a Product Support Specialist to be the frontline hero for our users, ensuring they receive prompt and knowledgeable help when encountering questions or issues with our fintech platform. As a Product Support Specialist, you will respond to customer inquiries (from basic how‑to questions to more complex troubleshooting) and work closely with the engineering and product teams to resolve issues.

In our early‑stage startup, support is a critical function – you will not only assist users but also help shape the support process and contribute feedback to improve the product’s usability and reliability. This role is ideal for someone who enjoys solving problems, has strong empathy for users, and is excited about fintech innovations.

On a daily basis, you’ll manage incoming support tickets through our support system (email or chat, and possibly phone for urgent issues). You will address a wide range of topics: a customer might need guidance navigating a dashboard feature, another might report an error they received when using our API. You will troubleshoot by replicating issues in our sandbox environment, checking logs or documentation, and working with engineers if you discover a bug.

Often, you’ll educate users – for instance, explaining why a bank account connection might be failing and how to fix it, or walking them through the steps to reconcile a payment that shows as pending. Your goal is to resolve as many issues as possible promptly and effectively, with a friendly and professional demeanor that leaves customers feeling supported.

In addition to reactive support, you’ll play a proactive role. You will help create support documentation such as FAQ articles, how‑to guides, and troubleshooting tips based on the questions you encounter. By analyzing support trends, you might identify areas of the product that confuse users and suggest improvements or flag them to the product team. Being at a startup means you might also assist with testing new features or handling other operational tasks during quieter support periods.

This full‑time position is based in Denver, CO (hybrid or remote). We offer a supportive team environment, opportunities to grow (potentially into advanced support, customer success, or other roles), and equity in the company’s success in addition to salary.

Customer Issue Resolution – Provide timely responses to customer support requests via our support channels (email, live chat, and occasionally phone). Diagnose and resolve issues ranging from simple (“How do I reset my password?”) to complex (e.g., a client’s API call for creating a charge is failing with a specific error). Strive for first‑contact resolution whenever possible, while ensuring friendly and professional communication.

Troubleshooting & Escalation – Investigate technical problems reported by users. This might involve reproducing the issue in our test environment, reviewing API request logs or error messages, and cross‑referencing with documentation. For issues that require deeper analysis or code fixes, properly document the details and elevate to the engineering team, then follow up to keep the customer updated on progress.

Product Expertise – Develop an in‑depth understanding of our platform’s features and how they work (user onboarding process, payment flows, security settings, etc.). Use this knowledge to educate customers and provide context. For example, explain to a customer why a certain payment might be on hold due to our fraud rules, or guide them on how to properly configure their webhooks to receive real‑time notifications from our system.

Documentation & Knowledge Base – Create and maintain support documentation. Write clear step‑by‑step solutions for common questions or known issues and contribute to an online knowledge base or FAQ. Update existing docs when product changes occur (e.g., if we introduce a new verification step in onboarding, ensure the user guide reflects it). Empower customers to self‑serve by providing quality resources.

Feedback Loop – Act as the eyes and ears of the product in terms of user experience. Identify patterns in support queries (for…