Full-Time Client Support Specialist

About The Role:

Signals is bringing the first true B2B software spend dataset to market. We’re hiring a junior Product Support Engineer to keep the Signals web app reliable for enterprise customers, resolve user issues quickly, and turn frontline insights into product improvements. This role is hands-on, customer-facing, and cross-functional: you’ll triage, reproduce, and resolve issues across login/SSO, entitlements, search/screener, charts/CSVs, and data updates—partnering closely with Application Engineering, Data Engineering, and Product. Remote-friendly within the U.S.

As Our Product Support Engineer You Will:

• Frontline triage and resolution: monitor inbound tickets (Intercom/Jira) and on-app feedback; acknowledge quickly, troubleshoot methodically, resolve or route with clear context.
• Reproduce and debug issues: use browser dev tools, logs, and basic SQL to isolate problems (e.g., unentitled access, CSV export failures, search/index quirks, stale charts, login/SSO/ToS acceptance).
• Entitlements and account hygiene: verify seat/domain settings, resolve “unentitled” states, and coordinate with admins to fix access misconfigurations.
• Data quality & freshness checks: run smoke tests after monthly data updates; validate key Signals metrics render and export correctly.
• Monitoring and incident response: watch app and analytics dashboards (e.g., Mixpanel, Datadog, Internal Tooling); escalate based on runbooks; help reduce MTTA/MTTR.
• Knowledge base and runbooks: write and maintain user-facing help articles and internal playbooks (e.g., firewall/proxy errors, password reset issues, “Error loading application data,” CSV download guidance).
• Feedback loop: synthesize ticket patterns into actionable insights for Product; help prioritize fixes and small UX wins that reduce support load.
• Release readiness: participate in UAT/smoke tests for new features, confirm tracking events, and update help content.
• Compliance basics: ensure ToS/privacy acceptance is captured; confirm support email links and disclaimers are visible and correct across pages.

You Are Likely To Succeed If:

• 0–2 years in product support, QA, technical support, or customer success for a web SaaS product.
• Strong troubleshooting instincts and customer empathy; you stay calm, ask great questions, and communicate clearly.
• Working knowledge of web apps: HTTP/REST, JSON, cookies/sessions, browser dev tools, common SSO/MFA pitfalls.
• Comfort with basic SQL (SELECT, filters, simple joins) to verify records and metrics; ability to read logs.
• Familiarity with ticketing and analytics tools (e.g., Intercom, Jira, Mixpanel, Datadog).
• Clear, concise writing for users and internal audiences (KB articles, runbooks, ticket summaries).
• Bias to action and ownership; you close the loop and document what you learn.

Nice to Have:

• Exposure to financial or analytics products & clients; experience explaining analytics & metrics to non-technical users.
• Experience with entitlements/role-based access, CSV/reporting pipelines, or search/relevance issues.
• Light scripting (Python/JS) for data checks or workflow automation.

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