At a Glance
- Tasks: Support a fintech SaaS platform using AI tools to enhance client communication and problem-solving.
- Company: Fast-growing tech platform revolutionising liquidity solutions in private markets.
- Benefits: Fully remote work, flexible hours, and the chance to work with cutting-edge technology.
- Other info: Ideal for those passionate about AI and fintech, with excellent career growth potential.
- Why this job: Join a dynamic team and make a real impact in the fintech industry.
- Qualifications: Strong written English, logical thinking, and familiarity with Jira and SaaS platforms.
The predicted salary is between 36000 - 60000 £ per year.
Location: Fully Remote (ideally in the Americas)
Coordination time: US timezone
Employment Type: Contract
Tangible is a fast-growing, tech-driven platform providing liquidity solutions to LPs and GPs in the private-markets secondaries space. By combining deep sector expertise with modern infrastructure, we unlock liquidity across private equity, private credit, and real assets, transforming the way secondary transactions are executed.
We are looking for a smart, AI-native Support Engineer who operates at the intersection of product knowledge, client communication, and intelligent problem-solving. This role focuses on supporting a fintech SaaS platform while leveraging AI tools to improve response quality, efficiency, and internal workflows. You will work in the US timezone and act as the bridge between clients and the engineering team.
Responsibilities
- Respond to client emails in clear, professional English (AI-assisted but human-reviewed)
- Use Jira Service Management and Jira Software to log bugs, change requests, and technical clarifications
- Develop strong contextual awareness of platform workflows, data flows, and business logic
- Identify whether an issue is user error, configuration issue, data problem, or system defect
- Execute basic corrective actions when possible (data validation, configuration checks, structured guidance)
- Escalate structured, well-documented tickets to the development team when required
- Raise change requests based on recurring client feedback
- Detect potential bugs, inconsistencies, or edge cases from client reports
- Use AI tools responsibly to enhance communication clarity, documentation quality, and issue analysis
Requirements
- Excellent written English (must be comfortable handling professional client communication)
- Comfortable working in the US timezone
- Strong logical thinking and ability to understand complex workflows
- Experience using Jira Service Management and Jira Software
- Ability to distinguish between bugs, feature gaps, and configuration errors
- Familiarity with SaaS platforms and structured support processes
- Comfortable using AI tools to improve productivity and clarity
Big Plus
- Background in fintech, finance, or transaction/deal workflows
- Experience in SaaS technical support or client-facing technical roles
- Based in the Americas (US timezone overlap preferred)
AI-Driven Support Engineer (US Timezone) in London employer: Tangible Markets
Tangible is an exceptional employer that champions innovation and collaboration in the fintech space, offering a fully remote work environment that prioritises flexibility and work-life balance. With a strong focus on employee growth, we provide opportunities to enhance your skills through AI tools and modern infrastructure, ensuring you are at the forefront of industry advancements. Join us to be part of a dynamic team that values your contributions and fosters a culture of support and continuous improvement.
StudySmarter Expert Advice🤫
We think this is how you could land AI-Driven Support Engineer (US Timezone) in London
✨Join Customer Support Communities
Dive into online forums and communities like the Customer Support Community on Slack or Discord. These spaces are goldmines for freelance gigs as members often share clients looking for temporary support, and it's a great way to build your network.
✨Showcase Your Skills
Make sure to have a public portfolio or a strong LinkedIn profile highlighting your customer support skills. Share testimonials, case studies, and examples of how you've helped clients. This kind of visibility can catch the eye of companies seeking freelancers—like how Tangible Markets might be looking for someone as flexible as you.
✨Freelance Platforms Are Your Friend
Get yourself set up on platforms like Upwork or Freelancer. They’re perfect for scoring short-term contracts in customer support. Plus, you can build your reputation through reviews, which will help you score bigger gigs down the line.
✨Tap into Local Businesses
Local businesses often need temporary customer support, especially during busy seasons. Don’t hesitate to walk into shops or call up local offices. You'd be surprised how many might be open to hiring freelancers like us to help them out!
We think you need these skills to ace AI-Driven Support Engineer (US Timezone) in London
Some tips for your application 🫡
Show Off Your Customer Support Skills:In customer support, we know that communication is key. Highlight your experience in resolving conflicts, understanding customer needs, and handling inquiries effectively. Include real examples from previous roles that demonstrate these skills.
Prepare a Solid Portfolio:As a freelancer, your portfolio is your calling card! Include testimonials from satisfied customers, case studies on how you solved particular problems, and your approach to different customer scenarios. This will demonstrate your versatility and capability in customer support.
Be Clear About Your Availability:Freelance gigs often come with flexible hours, but it's important to outline when you can work. Be open about your availability in your application—this helps the hiring manager at Tangible Markets know if you can meet their needs without any hiccups!
Tailor Your Application to Tangible Markets:Every company has its vibe and customer approach. Research Tangible Markets's mission and their support philosophy. Use this knowledge to personalise your cover letter and show how your style aligns perfectly with theirs—this makes you stand out in the freelance crowd!
How to prepare for a job interview at Tangible Markets
✨Showcase Your Problem-Solving Skills
Freelancing in customer support means you'll often be solving unique problems on the fly. Be ready to share specific examples where you've effectively addressed customer issues, highlighting your critical thinking and adaptability. It’s all about showing you can think on your feet!
✨Familiarise Yourself with the Tools of the Trade
Knowing your way around customer support tools like Zendesk, Freshdesk, or even CRM systems can set you apart. Make sure to mention any experience with these platforms during the interview to demonstrate your readiness to hit the ground running at Tangible Markets.
✨Be Ready to Discuss Your Availability and Flexibility
As a freelancer, your availability can be a key factor in the decision-making process. Be prepared to discuss how many hours you can commit and your willingness to work odd hours or on weekends to meet customer needs. This shows your commitment and readiness to jump into the role.
✨Highlight Your Communication Style
In customer support, how you communicate can make or break the customer experience. Be ready to talk about your communication style, perhaps even demonstrating it during the interview. Show that you're personable, empathetic, and capable of conveying complex information clearly to clients.
