Product Support Specialist

Finvari • Seattle, WA

2d • $70,000 - $90,000 • Hybrid

About The Position

Finvari is a SaaS startup that provides payment software for construction companies. The Product Support Specialist is the front line of support for Finvari customers, troubleshooting issues, answering product questions, and helping customers have an excellent experience with the platform. The role works closely with Customer Success, Product, and Engineering to investigate problems, share customer insights, and improve the systems that power Finvari.

This growth opportunity is for someone curious and analytical who wants to develop deeper technical skills. Candidates should be able to work independently after receiving context, ask thoughtful questions, synthesize information, and make progress in ambiguous situations. The role is hybrid, with flexibility to work remotely and an in-person team collaboration day and lunch once a week at the Seattle office.

Requirements

• Bachelor’s degree plus 2+ years of experience in customer support or a customer-facing role within SaaS, fintech, or a fast-paced startup.
• Strong technical curiosity and problem-solving mindset.
• Basic SQL knowledge or demonstrated ability to learn technical concepts quickly.
• Analytical comfort working with data in Google Sheets or Excel.
• Excellent written and verbal communication skills.
• Strong organization skills and ability to manage multiple priorities.
• Empathy and patience when working through customer challenges.

Nice To Haves

• Exposure to SSO, JSON, or integration troubleshooting.
• Experience with tools such as Jira, Confluence, or HubSpot.
• Familiarity with ERP systems or B2B software workflows.
• Experience supporting payments or fintech products.
• Spanish language fluency.

Responsibilities

• Serve as the first point of contact for customer questions through email and chat.
• Provide Tier 1 support for product usage, account questions, and technical issues.
• Troubleshoot issues by testing workflows, analyzing data, and identifying reproducible steps.
• Escalate complex technical issues while maintaining clear customer communication.
• Develop deep product knowledge across payments workflows and construction use cases.
• Investigate integration-related issues using documentation and structured testing.
• Document customer pain points, bugs, and feature requests with clear technical context.
• Partner with Product and Engineering to communicate trends and customer impact.
• Support testing of new customer-facing features and workflows.
• Identify recurring support patterns and recommend scalable solutions.
• Improve internal and customer-facing documentation to reduce friction and improve clarity.
• Support data quality and operational improvements across systems used by Customer Success and Sales.
• Contribute to building efficient support processes as the team scales.

Benefits

• 100% premium coverage for employee health insurance premiums and partial coverage for dependents.
• Health Savings Account with a company contribution.
• Flexible Spending Account options for health care and dependent care.
• Dental, vision, and life insurance.
• 11 paid company holidays and a generous Paid Time Off (PTO) policy.
• Stock options so employees can participate in the company’s success.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level