At a Glance
- Tasks: Support clients on a fintech platform using AI tools for efficient problem-solving.
- Company: Tangible, a fast-growing tech-driven liquidity solutions provider.
- Benefits: Work remotely with competitive pay and opportunities for growth.
- Other info: Ideal for those passionate about fintech and AI-driven solutions.
- Why this job: Join a dynamic team transforming secondary transactions in finance.
- Qualifications: Strong English communication skills and experience with Jira software.
The predicted salary is between 36000 - 60000 £ per year.
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.
Tasks
- 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)
Support Engineer - AI-Driven (US Timezone) employer: Tangible
Tangible is an exceptional employer that fosters a dynamic and innovative work culture, perfect for those looking to make a significant impact in the private markets sector. With a strong emphasis on employee growth and development, we offer ample opportunities for professional advancement while working in a tech-driven environment that values collaboration and creativity. Located in a vibrant area, our team enjoys a supportive atmosphere that encourages meaningful contributions and rewards success.
StudySmarter Expert Advice🤫
We think this is how you could land Support Engineer - AI-Driven (US Timezone)
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Tangible. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Tangible before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Support Engineer - AI-Driven (US Timezone)
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Tangible:Your cover letter is your chance to shine! Tell us why you want to work at Tangible specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Tangible!
How to prepare for a job interview at Tangible
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
