Senior Product Support Specialist

Join Pigment:
Transforming Business Planning and Performance with AI

Founded in 2019, Pigment stands out as one of the fastest-growing SaaS companies globally, redefining business planning and performance with our AI-powered platform. We empower organizations across diverse industries, including Consumer Packaged Goods, Retail, and Technology, to seamlessly integrate data, people, and processes, enabling them to plan and adapt rapidly.

With a vibrant team of over 500 professionals across North America and Europe, and offices in New York, Toronto, London, Paris, and the Bay Area, Pigment has successfully secured nearly $400 million in funding from leading global venture capitalists. Our recognition as a Visionary in the 2024 Gartner® Magic Quadrant™ for Financial Planning Software underscores our commitment to excellence, as we proudly partner with industry leaders like Unilever, Vinci, Kayak, Siemens, and Coca-Cola.

At Pigment, we champion smart risks, celebrate bold ideas, and challenge the status quo—all as a united team. Every team member has the opportunity to make a significant impact and tackle ambitious challenges. Together, we pursue excellence with a collaborative spirit, continuously raising the bar to ensure strong performance and a proactive approach while fostering an environment of humility.

If you are passionate about innovation and wish to collaborate with some of the brightest minds in the industry, we would love to hear from you!

• 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 will be a true product expert who’s technically savvy to conduct investigations and an essential resource for your colleagues and customers.
• You will have a good technical understanding of our infrastructure, and give recommendations on ensuring customers have the best platform experience.
• You will act as a player‑coach to junior team members, guiding them on complex cases.
• You will own Support tickets from creation to closure.
• You will replicate and elevate bugs to Engineering/R&D Team.
• You will collaborate with Product Managers on feature requests, advocating for our customers and partners.
• You will lead on improving our processes and product, such as by transmitting customer feedback and 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.

• You 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.
• 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.

• Knowing a thing or two about spreadsheets or business planning is beneficial.
• You don’t have to be a developer but having experience 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.

• Competitive compensation package.
• Comprehensive benefits, including medical, dental, & vision insurance coverage for you & your loved ones.
• We encourage you to take the time you need. When you work hard, we know you also need to rest, which is why we offer generous time off and parental leave policies.
• Along with one company offsite every year, we have brand…