Technical Product Support

Spade

7d•$90,000 - $100,000•Hybrid

About The Position

Financial institutions process billions of transactions every day across cards, ACH, wires, and third party aggregators. But most of that data is difficult to use. Descriptions are inconsistent, merchant names don’t match, and categories vary by payment type. Spade’s API takes these raw, messy transactions, and in <50 ms, returns clean, structured records linked to verified businesses in our proprietary database. Building on that foundation, our agent layer leverages this enriched data to automate insights and decision-making. Customers including Stripe, FIS, Bilt, Corpay, and Mercury use Spade to authorize more transactions, personalize experiences, power rewards programs, and more. We lead the market in merchant coverage, speed of enrichment, and data accuracy, enriching hundreds of billions of dollars in transaction volume every month. Spade is a fast growing, Series A company backed by industry experts and top tier investors (including a16z, Flourish Ventures, Y-Combinator, and Gradient Ventures). We’re a lean and execution-oriented hybrid team, passionate about building exceptional products for our growing customer base. We care deeply about diversity of background, experience, and opinion. We value empathy, curiosity, and passion, and strive to create an environment where individuals have autonomy and the ability to take ownership over their work. As Spade’s technical product support specialist, you’ll be the first line of defense for customer technical issues and the bridge between customers and internal teams. You'll troubleshoot problems, build solutions using our internal tools, and surface insights that drive product improvements.

Requirements

2+ years in a customer support role, supporting a technical product
Strong customer service orientation with excellent written and verbal communication skills
Ability to triage, prioritize, and solve technical problems independently
Proficiency with SQL, Excel/Sheets, and data analysis
Detail-oriented, process-driven approach with eagerness to improve systems and workflows

Nice To Haves

Experience working in high growth startups
Familiarity with BI tools like Hex, Looker, Tableau, etc
Familiarity with ticketing systems (we use Pylon)

Responsibilities

Serve as the primary technical support contact for customers, triaging and resolving tickets while escalating complex issues to Engineering and Data teams as needed
Create and refine product rules to address customer issues and drive incremental improvements, working both independently and with contractor resources
Monitor product performance using Hex, SQL, and internal dashboards, identifying trends and surfacing insights to Data, Product, and Engineering teams for larger improvements
Partner with Account Management and Solutions Engineering teams to ensure they have the metrics, performance data, and context needed to manage customer relationships effectively
Document troubleshooting processes and resolutions to build institutional knowledge