Technical Customer Support

Spade
New York, United States
Workplace: RemoteFull timeUSD 85,000 - 107,500 annuallyFunction: Customer Support (Service Desk)Experience: 2+ yearsSkills: ["Customer service orientation","Written communication","Verbal communication","Problem-solving","Process orientation"]

Serve as the first line of defense for customer technical issues, triaging and resolving tickets and escalating complex cases to Engineering and Data. Create and refine product rules that improve how customers’ transactions are processed, while monitoring performance with Hex, SQL, and internal dashboards. Document troubleshooting and resolutions to build institutional knowledge and surface trends that drive product improvements.

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FursaFursa
Spade
Spade
2 months ago

Technical Customer Support

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Source: Company careers pageValidated by: Fursa AI
Last checked: 10 hours agoStatus: Live

Job Summary

Serve as the first line of defense for customer technical issues, triaging and resolving tickets and escalating complex cases to Engineering and Data. Create and refine product rules that improve how customers’ transactions are processed, while monitoring performance with Hex, SQL, and internal dashboards. Document troubleshooting and resolutions to build institutional knowledge and surface trends that drive product improvements.
Location: New York, United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Provide first-line technical support by triaging and resolving customer tickets and escalating complex issues to Engineering and Data.
  • •Create and refine product rules to address customer issues and drive incremental improvements using internal tools.
  • •Monitor product performance using Hex, SQL, and internal dashboards to identify trends and surface insights to Data, Product, and Engineering.
  • •Document troubleshooting processes and resolutions to build institutional knowledge.

Pay and Benefits

Salary: USD 85,000 - 107,500 annually
Perks:Health InsuranceDentalVisionLife InsurancePaid Leave401kPaid ParentalRemote Work

Key Requirements

  • •2+ years in a technical customer support or customer-facing operations role supporting a technical product.
  • •Strong written and verbal communication skills with a customer service orientation.
  • •Ability to triage, prioritize, and solve technical problems independently.
  • •Familiarity with SQL concepts, Excel/Sheets, and data analysis.
  • •Detail-oriented, process-driven approach and based in NYC.
Experience:2+ years
Skills:Customer service orientationWritten communicationVerbal communicationProblem-solvingProcess orientation
Tech Stack:SQLHexExcelSheetsLookerTableauPylon

Eligibility

Nationality:US National

Company Brief

Spade
Spade is a digital creative agency that provides branding, UX/UI design, and web/product development services to startups and consumer-facing companies, focusing on visual identity, digital experiences, and product design.
Industry: Professional Services
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