Technical Customer Support Manager
About The Position
Quantifind is seeking to fill a Technical Customer Support Manager role on our Customer Success team. As our first dedicated technical support hire, you will be a key force in ensuring client satisfaction across large, complex financial institutions and will help shape how Quantifind scales support operations. In this role, you will investigate and resolve customer issues, develop deep product expertise, participate in release validation, and manage the support ticket lifecycle from initial triage to resolution. You will serve as a vital bridge between our customers and internal Product, Engineering, and Customer Success teams to ensure we deliver high-quality solutions.
Requirements
- 3+ years in customer-facing technical support, implementation, or similar role in SaaS, fintech, regtech, or enterprise software
- Strong troubleshooting and analytical skills
- Experience working with REST APIs, logs, debugging tools, or SQL
- Familiarity with ticketing systems (e.g., Jira, Zendesk) and documentation tools
- Ability to communicate clearly with both technical and non-technical audiences
- Self-starter comfortable working in a fast-paced, high-growth environment
Nice To Haves
- Experience in AML/KYC, financial crime, or risk platforms
- Prior exposure to SaaS QA or testing frameworks
- Experience working directly with engineering teams
Responsibilities
- Serve as the primary technical contact for customer-reported issues
- Troubleshoot API, UI, platform, and data-related issues across customer environments
- Own support tickets from intake to resolution, ensuring timely follow-up and status tracking
- Escalate critical or complex issues to engineering with clear technical details and reproducible cases
- Work closely with Product and Engineering teams to understand upcoming releases and new features
- Perform regression testing and release validation prior to production deployments
- Collect and relay recurring patterns, feature requests, and product feedback
- Contribute to internal QA efforts when needed
- Log, categorize, and track support issues via Jira and customer support tools
- Develop and maintain support knowledge base, internal runbooks, and troubleshooting guides
- Help define and improve support workflows, SLAs, escalation paths, and reporting
- Contribute to onboarding and mentoring future support team hires
Benefits
- Competitive salary
- Company Equity
- Exceptional benefits package
- Flexible Vacation & Paid Time Off
- Employer-matched 401(k) plan
- A fun environment where work-life balance is valued
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
