Ledgy - Product Support Specialist
Requirements
• 2–4 years of experience in technical support or customer success in a B2B or B2C SaaS environment • Strong attention to detail and a methodical approach to issue diagnosis. You understand how product functionality connects and can work backwards through the logic to identify root causes • Comfortable reproducing and documenting technical issues with precision, including experience writing bug reports for engineers and surfacing patterns across support data that inform product and engineering decisions • Comfortable working across APIs, integrations, and SaaS infrastructure with a solid technical understanding of how these systems connect • Excellent written and verbal communication with experience translating complex technical issues for non-technical stakeholders • Experience with Intercom or a similar customer support platform • Experience with workflow automation or AI agent tooling (e.g. n8n, Cursor, Claude, or similar) • A fast learner who ramps up quickly • Hybrid work model (minimum 2 days in the office per week) • Familiarity with employee share plans, cap tables, accounting, or financial instruments • Experience in Fintech, HR tech, or a similarly adjacent SaaS environment • Exposure to engineering workflows and tools such as Linear or similar issue tracking platforms • Being part of Ledgy means • Recharge and re-energize with flexible working hours, 25 days of vacation, and up to 40 days of remote work from outside your home country • We make space for your own professional development, with a generous yearly learning & development budget • This role will receive a competitive salary + benefits + equity, including a quarterly performance bonus of up to 20% salary
Responsibilities
• Months 1–2: Ramp up and begin to take ownership • Get up to speed on equity management concepts, Ledgy's product, and our internal tooling with guidance from our Support Lead • Shadow CSMs on customer calls to gain context on customer needs, pain points, and use cases • Shadow support specialists on escalated cases and engineering handoffs to understand how we triage and investigate issues end-to-end • Familiarise yourself with our AI support infrastructure and knowledge base, learning how each component is maintained • Begin handling support cases independently, focusing on issue reproduction and structured documentation of customer-reported bugs • Months 3–6: Build technical depth and develop best practices in customer contact • Take full ownership of support cases across multiple channels, from initial triage through to resolution or engineering handoff • Reproduce and document customer-reported issues with precision, producing bug reports engineers can act on • Support the Customer Success team with product queries, learning best practices in customer engagement • Help maintain and improve our AI support workflows, ensuring automations are running effectively and flagging issues when they arise • Manage and improve our knowledge base, creating support articles and documentation • Support integration troubleshooting across our key connectors, gaining hands-on configuration and debugging experience • Months 6–12: Expand your impact • Become the go-to product expert, acting as the technical bridge between customer-facing teams and engineering • Actively maintain and contribute to our AI support workflows • Identify patterns across support data and translate them into product feedback and process improvements • Take ownership of special projects that help scale our support function as Ledgy grows • Deepen your ability to diagnose and scope complex product issues, leveraging the tools available to investigate root causes
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