Client Support Engineer - 12 months FTC

Third Bridge•New York, NY

4d•$70,000 - $85,000•Remote

About The Position

Third Bridge is establishing a new, dedicated Client Support team to serve as the primary bridge between our clients and our internal technical and product functions. As a Customer Support Specialist, you will bring a hybrid profile combining strong client-facing and programme management skills with enough technical capability to navigate complex product configurations, investigate issues, and work alongside engineering and product teams. You will own the client relationship throughout the support lifecycle, ensuring issues are followed through to resolution while keeping all stakeholders informed. This is an initial 12 months Fixed Term Contract with a possibility for extension or permanent contract in the future for the right candidate.

Requirements

Prior experience in Customer Success, Technical Account Management, or SaaS support within an enterprise environment.
Experience working with sophisticated, premium clients (such as private equity firms, hedge funds, or financial institutions) is a strong advantage given the nature of Third Bridge's client base.
Exceptional written communication skills, with a focus on clarity and professionalism in asynchronous interactions.
Comfortable navigating technical concepts including API documentation, authentication flows, and platform configuration.
Experience with enterprise SaaS platforms or API-based products is a strong advantage.
Ability to manage both client expectations and internal stakeholder communication seamlessly.
A proactive approach to technical troubleshooting and investigation.
Able to operate effectively in an environment without established processes, and motivated by the opportunity to build structure from scratch. This is a founding role, as you will help define how the function works, not just follow a playbook.

Nice To Haves

You won't be expected to write code, but you should be able to investigate an issue methodically, read a log, and understand what you're looking at.

Responsibilities

Act as the key point of contact for clients, providing dedicated coverage and faster triage for incoming requests.
Liaise with teams post-launch to ensure correct platform setup, manage access levels, and resolve login capabilities. Own post-deployment configuration queries across Third Bridge's product suite, including data feeds, MCP, and agentic offerings.
Conduct initial triage across all incoming tickets regardless of priority level. Own investigation and resolution for P2–P4 issues; for P1 issues, lead the client communication and escalation process through to resolution even where the technical fix may sit with another team.
Navigate internal teams effectively, knowing when to loop in Account Managers, Tech Success for complex issues, or Product teams for feedback.
Build and maintain the team's internal knowledge base, capturing learnings from every ticket resolved. Ensure common issues are documented so they can be resolved faster over time and where possible deflected through AI-assisted tooling.
Translate client feedback and identified issues into actionable product enhancement suggestions for the Product team.
Take full responsibility for ensuring issues are tracked to completion, maintaining high standards for service level agreements (SLAs).
Use and maintain our support platform (such as Intercom or Atomicworks) to log, triage, track, and report on client tickets. Contribute to the configuration and improvement of AI-assisted workflows that help the team respond faster and deflect common queries.

Benefits

Basic Salary of $70,000-85,000 dependent on experience plus bonus
15 days (which increases to 20 days after 2 years of service) plus US Holidays
personal development allowance of $1,500 per year.
a variety of insurance plans, including health coverage by Empire Blue Cross Blue Shield.
Medical Insurance, Dental insurance and Vision plan, plus a personal HSA (Health Saving Account) and Medical FSA (Flexible Spending Account).
a variety of health and wellbeing events to focus on mental health.
401K matching up to 5% of your base salary
life insurance
a long-term disability policy
dependent care FSA
pet insurance
work from anywhere for one month per year
2 annual volunteer days
2 personal days when life throws you a curveball
'Summer Fridays'
weekly optional social gatherings
daily breakfast and snacks
social events - ESG: CSR, Environment and Diversity & Inclusion (including Women at Third Bridge, Pride and Blkbridge)
Hackathons and other events