Product Support Specialist

Job description

Finvari is a fast-growing SaaS startup transforming the way construction companies handle payments. Our mission is to eliminate manual, repetitive payment tasks, empowering construction leaders to focus on building the infrastructure of tomorrow. From field employees to the C-Suite, our customer-centric software streamlines processes, improves efficiency, and drives innovation across the industry. We're a close-knit, experienced team with a track record of building and scaling successful software companies—some of which have even gone public. At Finvari, innovation, creativity, and customer focus are at the heart of what we do. We're looking for team members who share our passion for problem-solving and want to make a direct impact. Our culture is collaborative, autonomous, and customer-obsessed. ABOUT THE ROLE: As a Product Support Specialist, you will be the front line of support for Finvari customers: troubleshooting issues, answering product questions, and ensuring customers have an excellent experience using our platform. You will work closely with Customer Success, Product, and Engineering to investigate problems, share customer insights, and help improve the systems that power Finvari. This is a growth opportunity for someone who is curious, analytical, and excited to develop deeper technical skills. Strong candidates are comfortable operating independently once given context—asking thoughtful questions, synthesizing information, and moving forward in ambiguous situations without waiting for detailed direction. This is a hybrid role that allows for remote work flexibility. Once a week, we get together for in-person team collaboration and a team lunch in our Seattle office. RESPONSIBILITIES: Customer Support & Troubleshooting - 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 Technical Investigation & Product Collaboration - 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 Process Improvement & Documentation - 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 QUALIFICATIONS: - 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 Preferred Qualifications: - 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 The compensation range for this position is USD $70,000 to $90,000. Benefits include: - 100% premium coverage for employee health insurance premiums and partial coverage for dependents. - Health Savings Account with a company contribution - Flexible Spending Account Options: Health Care and Dependent Care - Dental, Vision, and Life Insurance - 11 paid company holidays plus generous Paid Time Off (PTO) policy - Plus stock options so that you can participate in the company’s success! At this time, Finvari is not able to sponsor employment based visas such as H1-B. Candidates must be authorized to work lawfully in the United States. Finvari is an equal opportunity employer and welcomes applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age. If you wish to communicate with us about any of our job postings, please contact recruiting@finvari.com